IT Helpdesk Professional

5 days ago


Taguig, National Capital Region, Philippines Randstad (Schweiz) AG Full time
Job Overview:

As a Service Desk Analyst, you will play a vital role in delivering exceptional IT support to our organization's end-users. This position requires a tech-savvy professional who is passionate about problem-solving and customer service.

Main Responsibilities:
  1. User Support:
    1. Provide technical assistance to end-users via phone, chat, and email.
    2. Diagnose and resolve technical issues related to hardware, software, and network connectivity.
    3. Assist users with account access, password resets, and system navigation.
    4. Offer real-time troubleshooting and resolution to minimize downtime.
  2. Incident Management:
    1. Log, track, and manage incidents and service requests from initiation to resolution.
    2. Analyze incidents for trends and escalate recurring issues to senior IT teams.
    3. Collaborate with other support teams to ensure prompt resolution of complex technical problems.
    4. Maintain accurate records of reported incidents and resolutions in the IT service management system.
    5. Ensure all service requests meet Service Level Agreements (SLAs) and performance benchmarks.
Requirements:
  • Education:
    • Bachelor's degree in Information Technology, Computer Science, or a related field (preferred but not mandatory).
  • Experience:
    • Minimum of 3 years in an IT support, technical helpdesk, or service desk role.
  • Certifications:
    • Optional but advantageous, such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate.
Additional Requirements:
  • Prior experience in a technical support or customer service role is beneficial.
  • Exposure to enterprise-level IT environments and remote support tools.
  • Familiarity with cloud-based applications and collaboration tools.


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