Analyst

2 weeks ago

Manila, National Capital Region, Philippines eClerx Full time
Description

TITLE: Analyst - Technology Services
RANK: Analyst
Reporting to: Process Manager - Technology Services


• Responsible for ensuring to work with concerned teams in
troubleshooting of technology problems.

• Ensures that proper troubleshooting techniques, protocols and tools are
used in coming up with recommendations and solutions

• Ensures that technical recommendations are properly thought
of/analyzed and based on hard facts.

• Provides regular updates on the troubleshooting to the team,
management, and client.

• Ensures that incident report and RCA is released within SLA post the
troubleshooting work and liaise with concerned groups for the
resolution.

• Responsible for the documentation of RCA/ICA and follow through on
pending deliverables till closure.

• Responsible for the routine checking of the operational condition of the
accounts and ensures potential issues are reported for immediate
attention/resolution.

• Responsible in responding to incident/problem tickets as per SLA.

• Responsible for documenting work turnover and cascading the same to
the team.

• Conducts daily floor walk and account issue tracking.

• Responsible for ensuring timely updates are done on documentation
that includes but not limited to inventory, process, procedures, and
operations-related documents.

• Responsible for the regular review and updating of the documentation.

• Responsible for ensuring that information security guidelines and
policies are followed and implemented.

• Responsible for the implementation of changes to ensure compliance of
the infrastructure to the Information security guidelines and policies.

• Responsible for ensuring timely completion of assigned tasks.

• Responsible for ensuring proper documentation and timely updates for
assigned tasks.

• Responsible for the coordination with other teams in fulfilling the
assigned tasks.

• Responsible for the regular generation, analysis and releasing of reports.

• Responsible for the initial review, gap analysis and providing action plan 
to management


• Knowledge of Microsoft products & solutions is preferred
Conceptual knowledge of IP networks and core IP applications (DNS,

• NTP, FTP, etc.) and telecommunications, and their interplay in an IT computing environment

• At least 1 year of computer system experience

• Must have effective interpersonal and communications skills.

• Ability to work well under pressure, multi-task and meet demanding 
deadlines.

• Good Documentation skills

• Candidate must possess at least a Bachelor's/College Degree or ITrelated course.

• Analytical and team management skills are a must.

• Should exhibit strong interpersonal and communication skills.

• Call Center / BPO / SI / Provider work experience is highly preferred.

• Filipino citizens or hold relevant residence status.

• Required language(s): English, Filipino.

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