Deskstop Support Analyst 2

5 days ago

Cebu City, Central Visayas, Philippines Asurion Full time $104,000 - $130,878 per year

The Desktop Support Analyst 2 is a member of the End User Services team and is the onsite IT resource serving their respective site. He/she can perform duties with minimal supervision and proactively identifies and drives the resolution issues. The Desktop Support Analyst 2 works under the supervision of IT Manager and continually works to deliver an exceptional customer experience.

  • Serve as the "go to" hands on IT resource for a respective site
  • Identify pain points or persistent issues and escalate as required
  • Perform field support functions associated with internal and external customer-based needs
  • Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.
  • Configure, deploy, maintain and troubleshoot desktops, laptops, printers, ip phones, mobile devices, and telecommunications devices including accessories related to end user equipment
  • Maintain inventory of installed software and hardware
  • Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule
  • Seek and drive opportunities within the End User Services team to streamline tasks and improvements to service
  • Lead complex troubleshooting investigations to accepted resolution while closing out appropriate internal responses to drive continuous improvement & knowledge
  • Documents all calls, troubleshooting efforts, and resolutions in the company Service Management ticketing system while keeping end user always informed
  • Ensures that work is carried out within the established Service Level Agreements (SLA)
  • Follows established escalation and notification procedures
  • Alerts People Leader to outages, priority issues, recurring problems
  • Provides emergency after-hours senior executive support as required
  • Provides after-hours on-call support when needed
  • Adheres to the department and the Company's policies, procedures and established best practices
  • Ensures high degree of customer satisfaction throughout service delivery
  • Mentors less experienced team members on technical resolution of complex problems and procedures
  • Creates and/or revises existing technical documentation and procedures

  • Provide assistance and or information if needed to Asurion Technical Operations Center (ATOC) during critical incidents onsite

  • Trusted to use the following tools to support desktop, laptop, and software management

  • Asset Management

  • Software Delivery
  • Remote Control

  • Active Directory

  • Work as an extended resource to other IT Support teams to setup, troubleshoot, install/upgrade, and decommission of equipment

  • Onsite Servers

  • Onsite Telephony
  • Onsite Network

Commitment to personal development, continuously increasing level of professional expertise

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