Service Desk Analyst| Hybrid

1 week ago

Bonifacio Global Metro Manila, Philippines Eastvantage Business Solutions Inc. Full time ₱550,000 - ₱1,080,000 per year

About the role:

Roles and Responsibilities

1. Incident Resolution:

  • Analyzing and resolving escalated technical issues that cannot be resolved at the L1 level.
  • Investigating and diagnosing problems and implementing effective solutions.

2. Customer Support:

  • Providing high-quality customer service and support to end-users.
  • Communicating technical information in a clear and understandable manner to non-technical users.
  • Managing customer expectations and keeping them informed about the status of their reported issues.

3. Troubleshooting:

  • Conducting in-depth troubleshooting of hardware, software, and network issues.
  • Collaborating with other IT teams to resolve complex technical problems.

4. Documentation:

  • Documenting and maintaining records of all reported issues and their resolutions.
  • Creating knowledge base articles to facilitate faster issue resolution in the future.

5. Escalation:

  • Escalating issues to L3 support or specialized teams when necessary.
  • Collaborating with other support teams to ensure timely and effective problem resolution.

6. User Training:

  • Providing training and guidance to end-users on using various systems and applications.
  • Creating user guides and documentation to assist users in troubleshooting common issues.

7. System Administration:

  • Performing system administration tasks such as user account management, permissions, and access control.
  • Monitoring system performance and taking proactive measures to prevent issues.

8. Software Updates and Patch Management:

  • Assisting in the deployment of software updates, patches, and security fixes.
  • Ensuring that systems are up-to-date and secure.

9. Remote Support:

  • Providing remote assistance to end-users using remote desktop tools or other technologies.
  • Troubleshooting and resolving issues for users who may be located in different geographical locations.

10. Collaboration:

  • Collaborating with other IT teams and departments to address cross-functional issues.
  • Participating in meetings and sharing insights to improve overall IT infrastructure and support processes.

11. Continuous Improvement:

  • Proactively identifying areas for improvement in processes and tools.
  • Contributing to the enhancement of service desk procedures and workflows.

Qualification

  • Bachelor's degree in computer science (or a related field) is highly desirable.
  • Microsoft industry vendor certifications, such as Microsoft MCSA or MCP preferred.
  • Cisco industry vendor certifications, such as CCNA (Routing and Switching) advantageous; and
  • ITIL Foundation v4 certification is required.
  • Minimum 3 years' experience with a high technical up to date skill set in Service Desk or other customer-facing technical support roles.
  • Previous experience in a Managed Service or Professional Services environment preferred; and
  • Sound understanding of ITIL Framework.

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