Senior Service Desk Analyst

Schedule: Monday to Friday (6:00AM - 3:00PM PHT)

What are we looking for?

Skills Required:

• At least 3+ years' experience in a service desk environment or call centre.
• Demonstrated experience in leading a team of IT Service Desk and/or IT Operational department within a complex multi-location business.
• Excellent customer services skills
• Excellent technical and troubleshooting skills.
• Ability to understand requirements and documentation procedures.
• Ability to work effectively both independently and as part of a team.
• Knowledge of the retail industry highly desired.
• Sound knowledge of supporting Microsoft technologies, including MS Office suite, Exchange, Active Directory, Office 365, and Windows 10. ITIL foundations desirable.
• Exposure to ServiceNow, Salesforce, Active Directory, Share Point and Point of Sales (POS) desirable.
• Ability to support networking issues including cabling and wireless, remote access connectivity (VPN), IP telephony and mobile devices.

What will you do?

• Delivering multi-level support (first and second level) in a Service Desk setting. Handle calls and assignments from end users and colleagues with professionalism and adherence to standard procedures.
• Provide troubleshooting for a variety of issues, from standard PC failures to critical outages.
• Manage distribution of approved software mechanisms. Test and implement desktop image updates and platform patches where applicable. Ensure strict compliance with licensing and maintain accurate inventory records.
• Maintain ownership of Team Member requests and incidents until resolved, ensuring regular communication with the Team Member and coordination with relevant support teams.
• Assist with account administration as needed. Offer advanced support to remote team members, addressing information security threats. Train and support junior staff in updated administration procedures where applicable.
• Ensure ticket hygiene is maintained, incidents and requests in the incident management system, adhering to all quality documentation requirements.
• Take on the role of Snr Analyst in supporting application issue resolution and organisational tasks as needed.
• Ensure all relevant processes are documented and current. Develop and train others on new procedures for emerging applications or platforms where applicable.
• Other duties as assigned.

Teamwork and Relationships:

• Work with other IT team members to achieve the common goals of the team.
• Establish and maintain strong working relationships with other team members.
• Work closely with third party vendors and support personnel
• Attend to scheduled meetings, training sessions and group activities.
• Foster good communication with your workplace colleagues
• Promote collaborative teamwork while demonstrating a positive can-do attitude.
• Bolster IT's reputation by building relationships with our customers and increasing their confidence and trust in us.
• Work and liaise with people from a diverse range of multicultural backgrounds.

General Responsibilities:

• Act in accordance with all policies and procedures
• Take all reasonable care for their own and others safety and wellbeing while at work.

Join the awesome team and enjoy these benefits & perks:

• Hybrid Work Arrangement
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA

JOIN CONNECTOS NOWConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

ConnectOSCareers #JoinConnectOS #ConnectOSTech Equal Employment StatementEmployment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.

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