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IT Support Analyst

2 weeks ago

Baguio, Philippines TASQ Staffing Solutions Full time

Job Title: Software Support Analyst

Work Setup: Onsite in Baguio City

Shift Schedule: Shift usually starts at 5:30 AM (5:00 AM or 6:00 AM) Manila, supports APAC and Australian clients

What We Seek:

  • Bachelor's degree in computer science, Information Technology, or a related field
  • Junior - Mid Level Analyst with 1-2 years relevant technical experience
  • Recent graduates with relevant internships will also be considered
  • MUST HAVE a basic knowledge of SQL and in back-end systems support
  • Experience with any CRM
  • Strong in technical troubleshooting
  • Familiar with scripting languages and XML transformation
  • Previous experience in a similar role or with a specific focus on facilities management systems (FMS) is preferred
  • Can start ASAP

Job Summary:

This role is integral to managing and supporting our clients' maintenance and support cases efficiently. You will work with a wide client base, ensuring timely service delivery and a seamless workflow that operates 24/7, especially for crucial sectors such as housing, aviation, and healthcare.

Responsibilities:

  • Manage and support the client CRM, which oversees call-out work and planned maintenance, ensuring it meets the diverse needs of our large client base.
  • Analyze client-reported tasks and effectively coordinate with service providers based on the complexity of the issues logged
  • Assess and document logged tasks in the system, ensuring accurate time frames and back-end logging for efficient workflow management
  • Participate in workshops and meetings with clients to gather and understand their requirements, ensuring that documentation is aligned with client needs
  • Support senior consultants by configuring back-end functionalities and assisting with data imports and management
  • Develop and maintain technical specifications documentation.
  • Collaborate with team members to build and refine environments and workflows, taking on increasingly complex tasks as required
  • Garner and apply technical skills, including basic SQL and scripting knowledge (e.g., XML transformations), to support overall system functionality
  • Maintain a high level of system operation reliability, contributing to project implementations that require critical uptime