Service Desk Professional

2 days ago


Paranaque City, Calabarzon, Philippines beBeeCustomerSupport Full time $50,000 - $80,000
Job Summary:

We are seeking a skilled and experienced Service Desk Analyst to provide top-notch support to our clients via phone, email, and chat.

The ideal candidate will have strong technical troubleshooting and customer service skills, with experience supporting Microsoft 365, Windows 10, and Active Directory.

Additionally, the successful applicant will have knowledge of Active Directory, Azure, O365, MFA, SSO, Okta, networking, and server concepts.

Responsibilities:
  • Provide white-glove, end-user service desk support via phone, email, and chat.
  • Manage incidents and requests within the ServiceNow 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.
Requirements:
  • CompTIA A+ certification.
  • Experience supporting Microsoft 365, Windows 10, and Active Directory.
  • 1+ year Mac OS experience.
  • Experience with the ServiceNow 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 verbal and written communication skills.


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