GSD WG1 Technical Analyst

5 days ago

Taguig, National Capital Region, Philippines CWT Full time ₱400,000 - ₱600,000 per year
  • Bachelor's/College Degree or equivalent (IT Related course is an advantage).
  • Minimum of 2 years relevant experience. Candidates with no experience as well as fresh graduates are welcome to apply.

At CWT, we have a unique and compelling culture as an employer defined by our people and supported by our Core Values. Our employees feel a genuine respect for one another, act with uncompromising integrity and feel proud of our global market leadership. They value working together, embrace opportunities for continuous learning and have an intense desire to serve customers.

We seek out the most knowledgeable people and the best technologies to deliver CWT's solutions and services. Our mission is to deliver and manage efficient, quality, and innovative travel technology solutions and technology services for CWT and its customers worldwide.

The GSD Level 1 analyst is to register and classify received Incidents and to undertake an immediate effort in order to restore a failed IT service as quickly as possible.


Main responsibilities & duties


 Primary Responsibility #1

  • 1st Level Support, keep users informed about their Incidents' status at agreed intervals.
  • Represent the first stage of Incidents providing basic troubleshooting within the boundaries of the Level 1 service catalogue.
  •  Monitor ServiceDesk records and analyse reports, taking preventative action to ensure Service Levels are met across the IT operational group.
  • Perform rotational on-call responsibilities on nights and weekends.
  • Promote excellent customer service, effective response times and provide expert insights into general support issues.
  • Observe and offer suggestions to GSD Operations for any noted process improvements .

Primary Responsibility #2

  • Provide support as needed for business infrastructure, including e-mail, printing, wireless and wired network connectivity, phones, VPN, etc.
  • Provide support as needed on active directory – Creation of network user account, email account, creation and maintenance of distribution lists, creation and maintenance of security groups, deletion of network user accounts and unlocking/resetting password for network user accounts.
  • Provide support as needed for software applications such as MS Office, Matrix (Commercial).
  • Provide support including set up, configuration and procurement as needed for Hardware and Accessories – Printer support, laptops, PC, Thin Client, Mobile Devices
  • Provide support as needed for online product suites for Portrait, Program Management Center, CWT Resolve, HR Connect, ERP, MyHR, CWT University, Moxie, Talisma, CWT Online.
  • Provide support as needed for Email, and Outlook Web Access.
  • Provide support as needed for business applications – Sabre, Galileo, Apollo, Native Galileo, Galileo GTIDs Mapping, Galileo Focal Point, Amadeus, Symphony Express (Power Express), Opus (Power Turbo).
  • Provide support as needed for Telephony and Teleconferencing – Avaya, PGI Global Meet, PGI Adobe Connect, and Voicemail.
  •  Provide support for collaboration tools – Lync or Office Communicator.
  • Provide support for Remote Computing/VPN
  • Provide support for Citrix – APAC Citrix 4.5, 6.5, and APAC Desktop / NORAM Desktop hosted on Nevada Server.

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