Technical IT Support Specialist
4 weeks ago
We are seeking a highly skilled and experienced IT Service Desk Analyst to join our Global IT Service Desk team in Manila. As a key member of our team, you will be responsible for providing technical assistance to end-users via phone, email, and tickets.
Main Responsibilities:
- Provide first-level support to end-users, resolving technical issues and escalating complex problems to senior technicians as needed.
- Capture and conduct progressive incident analysis and remediation of incidents.
- Support end-users via tickets, phone, email, and remote access.
- Prioritize and resolve IT concerns and escalate serious issues to relevant stakeholders.
- Document systems, procedures, and processes.
- Process IT service requests and manage the request fulfillment process.
- Provide accurate information on IT products or services.
Qualifications and Requirements:
- 5 years of work experience as an IT Service Desk Analyst or comparable role.
- Experience in providing 1st level support.
- Experience with various Microsoft Windows client and server operating systems.
- Experience with Microsoft 365 products (Office365, SharePoint, Teams, Exchange Online, etc.).
- Experience in Active Directory administration as IT service desk.
- Good understanding of computer systems, mobile devices, and other tech products.
- Highly proficient in managing ticket SLAs.
- Working experience in a global context is a plus.
- Knowledge of ITIL Incident Management best practices.
Bonus Requirements:
- Highly proficient in spoken and written English.
- High level of initiative.
- Joy of learning.
- Structured and goal-oriented way of working.
- Strong organizational skills and process-oriented thinking.
- Service-oriented team player/Service oriented mentality.
- Exceptional analytical and problem-solving skills.
- Advanced collaboration, communication, and interpersonal skills.
- Excellent organizational and time management skills.
About Avaloq:
Avaloq is a leading provider of wealth management technology and services. We offer hybrid and flexible working arrangements to maintain work-life balance and foster an inclusive culture where diversity is celebrated.
Salary Range:$45,000 - $65,000 per annum based on location and experience.
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