Help Desk Analyst I

2 days ago

Manila, National Capital Region, Philippines Carelon Global Solutions Full time ₱400,000 - ₱600,000 per year
  • Responsible for deploying software for a user and able to work in conjunction with the Software Delivery team to plan and troubleshoot deployments.
  • Resolves tier 1 and tier 2 escalations by working the more complex and time consuming issues and begin root cause determination.
  • Acts a process escalation point to expedite aged tickets.
  • Responsible for mentoring and assisting other technicians with calls.
  • Assists in choosing the best in class tools for future use.
  • Diagnoses and quickly determines customer(s) issue. Initiates global front-end messages.
  • Performs application trouble shooting, identifies errors, trends and recurring issues.
  • Engages in solutions of RC and documents current and correct policies and procedures.
  • Maintains knowledge documentation and ensures that it is installed correctly.

Qualifications

  • Requires a BA/BS degree in Information Technology, Computer Science or related field of study and a minimum of 3 years relevant experience; or any combination of education and experience

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