Service Desk Analyst

Job Overview:

A Service Desk Analyst plays a crucial role in providing technical support and assistance to users within an organization. Their primary responsibility is to address and resolve IT-related issues, inquiries, and requests from employees or users. The role involves a combination of technical expertise, strong communication skills, and a customer-centric approach.

Key responsibilities:

· First Point of Contact - Service desk analysts are often the first point of contact for users who are experiencing technical issues. They need to provide prompt and friendly assistance.

· Problem Identification and Resolution - Analysts must identify and analyze technical issues reported by users and work towards resolving them efficiently. This involves troubleshooting and finding solutions to common problems.

· Ticket Management - Service desk analysts typically use ticketing systems to log and track user issues. They need to manage these tickets, ensuring that they are assigned and resolved within defined service level agreements (SLAs).

· Remote Assistance - With the increasing prevalence of remote work, service desk analysts may need to provide support to users who are not physically present in the office. This can involve remote troubleshooting and assistance. Also providing installation, configuration, and maintenance of hardware and software.

· Communication - Clear communication is essential. Analysts must be able to explain technical solutions in a non-technical manner, ensuring that users understand the steps to resolve their issues.

· Escalation - Some issues may require specialized expertise or need to be escalated to higher-level support teams. Service desk analysts must be able to recognize when to escalate a ticket and provide necessary information to the next level of support.

· Documentation - Keeping accurate records of common issues and their resolutions helps in creating a knowledge base. This can be a valuable resource for both analysts and users.

· Continuous Improvement - Service desk analysts should actively contribute to the improvement of support processes. This involves identifying recurring issues, proposing solutions, and collaborating with teams to enhance overall service quality.

Required Qualifications:

· Education - A bachelor's degree in information technology, computer science, or a related field.

· Technical Skills: Has a Service Desk background for at least 2 years. Service desk analysts need a strong foundation in IT. This includes knowledge of operating systems (such as Windows, macOS, or Linux), hardware components, and common software applications. Familiarity with networking concepts is also important. Knowledgeable with Microsoft Office 365 and other supporting MS Tools (Advance knowledge is a plus). Has a keen understanding with Azure and its fundamentals but not limited into. (Advance knowledge is a plus)

· Problem-Solving Skills - Analytical and problem-solving skills are crucial for service desk analysts. They need to be able to diagnose and resolve technical issues efficiently.

· Customer Service Skills -Excellent customer service skills are a must. Service desk analysts interact with users daily, and being able to communicate technical information in a user-friendly manner is essential.

· Communication Skills - Strong verbal and written communication skills are necessary for effective interaction with users and colleagues. The ability to document issues and resolutions clearly is important for maintaining a knowledge base.

· Multitasking Abilities - Service desk analysts often handle multiple tasks simultaneously. The ability to prioritize and manage time effectively is crucial in a fast-paced environment.

· Adaptability - The IT landscape is constantly evolving, and service desk analysts need to adapt to new technologies and updates. A willingness to learn and stay current with industry trends is a valuable trait.

Preferred Qualifications:

· IT Certifications- Certifications like ITIL (Information Technology Infrastructure Library) or HDI (Help Desk Institute) certifications demonstrate a commitment to industry best practices.

· Specialized Technical Skills - Having specialized skills in areas such as specific software applications, scripting languages, or familiarity with certain industry tools can be a plus.

· Experience with IT Service Management (ITSM) Tool

· Proven experience in IT/Technical support, help desk, and POS Support.

· Industry-Specific Knowledge - Having industry-specific knowledge or experience may be advantageous for understanding and addressing sector-specific IT challenges.

· Remote Support Experience - Given the increasing prevalence of remote work, experience with remote support tools and techniques can be an asset. This includes the ability to troubleshoot and assist users who are not physically present.

· Advanced Troubleshooting Skills - While basic troubleshooting skills are mandatory, having advanced troubleshooting abilities or experience with complex technical issues can set a candidate apart.

· Customer Feedback or Recognition - Positive feedback or recognition from previous customers or colleagues can be a valuable indicator of a candidate's ability to provide excellent customer service.

· Continuous Learning and Professional Development - Demonstrating a commitment to ongoing learning, whether through additional certifications, courses, or participation in relevant workshops, reflects a proactive approach to professional development.

Key Competencies:

· Technical Proficiency - A solid understanding of IT fundamentals, including hardware, software, operating systems, and basic networking concepts, is essential. Service desk analysts should be able to troubleshoot and resolve from common to complex technical issues.

· Problem-Solving Skills - The ability to analyze problems, identify root causes, and implement effective solutions is crucial. Service desk analysts should be adept at thinking critically and solving issues efficiently.

· Customer Service Orientation - Excellent customer service skills are a cornerstone of success. Analysts need to be patient, empathetic, and able to communicate technical information in a clear and understandable manner to users with varying levels of technical expertise.

· Communication Skills - Strong verbal and written communication skills are vital. Service desk analysts must document issues and resolutions accurately and convey information to users and colleagues effectively.

· Time Management - Service desk analysts often deal with a high volume of support requests. Effective time management is crucial for prioritizing tasks and meeting service level agreements (SLAs).

· Adaptability - The IT landscape is dynamic, with new technologies and challenges emerging regularly. Service desk analysts should be adaptable and open to learning new skills to keep up with changes in the industry.

· Team Collaboration - Working collaboratively with other IT professionals and support teams is common in the role. Service desk analysts should be able to share information, escalate issues when necessary, and contribute to a positive team environment.

· Professionalism - Maintaining a professional demeanor, even in challenging situations, is important. This includes handling confidential information responsibly and representing the IT department positively.

· Attention to Detail - Accurate documentation and attention to detail are critical for tracking issues, maintaining a knowledge base, and ensuring that problems are resolved thoroughly.

· IT Service Management (ITSM) Knowledge: Familiarity with ITSM frameworks, such as ITIL, can provide a structured approach to service delivery and help in aligning IT services with business objectives.

· Continuous Learning: Staying curious and proactive about learning new technologies and improving skills is a key competency. This contributes to professional growth and the ability to adapt to evolving IT environments.

Job Type: Full-time

Pay: Php20, Php30,000.00 per month

Location:

• Remote (Preferred)

Work Location: Remote