IT Service Desk Professional

3 days ago

Marikina City, National Capital Region, Philippines beBeeSupport Full time $60,000 - $70,000
Service Desk Analyst

We are seeking a highly skilled Service Desk Analyst to join our organization. As a key member of our IT support team, you will be responsible for providing top-notch technical support to our clients.

  • Provide white-glove, end-user service desk support via phone, email, and chat.
  • Manage incidents and requests within the ticketing system.
  • Perform and document daily ticket follow-ups with end-users within respective ticketing system.
  • Resolve username and password problems.
  • Perform uninstall/reinstall of approved software applications to devices.
  • Provide multifactor authentication, single sign-on, and VPN support.
  • Perform software and application support.
  • Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.
  • Provides support for general how-to inquiries.
About This Role

This is an exciting opportunity to work in a fast-paced environment where no two days are ever the same. As a Service Desk Analyst, you will have the chance to develop your skills and knowledge in a variety of areas, including technical troubleshooting, customer service, and problem-solving.

In this role, you will be working closely with our IT team to provide technical support to our clients. You will be responsible for managing incidents and requests, performing daily ticket follow-ups, and resolving username and password problems.

Requirements
  • Must have a reliable, high-speed internet connection to be considered.
  • CompTIA A+ certification.
  • Experience supporting Microsoft 365, Windows 10, and Active Directory.
  • 1+ year Mac OS experience.
  • Experience with the ticketing system.
  • Experience with remote access tools such as LogMeIn, TeamViewer, and Take Control.
  • Experience remotely troubleshooting Windows hardware and software break/fix issues.
  • 2-3 years of progressive experience in a Technical Support role with an MSP or call center IT support environment.
  • Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, WiFi, etc.
  • Knowledge of Active Directory, Azure, O365, MFA, SSO, Okta, networking, and server concepts.
  • Understanding of call center metrics and KPIs.
  • College or technology school degree preferred.
  • Ability to multi-task and experience working in a fast-paced environment.
  • Strong technical troubleshooting and customer service skills.
  • Strong verbal and written communication skills.

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