Service Desk Analyst

1 week ago

Manila, National Capital Region, Philippines PeopleLogic Full time $104,000 - $130,878 per year

Position:
Service Desk Analyst

Experience: 2 years +

Position Summary

Level 1 Service Desk Agent will:

  • Provide initial support for customer requests via telephone, email, chat, or other available means of contact to the Support Center
  • Quickly assesses the user's issue and provides first level support for problem resolution. Document information specific to the resolution and escalates unresolved issues expeditiously to the appropriate area
  • Require familiarity with most MS Office and other industry standard applications as well as good working knowledge of laptop and desktop functionality
  • Work under close supervision and typically reports to the Service Desk Manager

Work Location and Requirements:

This is a hybrid of in-office and working from home position. The candidate will be able to work from home most of the time but will also be required to come into the office based on a regular schedule, job performance and as needed for client visits, training, or other events. The candidate would also be expected/required to come into the office for any WFH disruptions/outages immediately to ensure the integrity of coverage.

Requirements for working from home:

  • Quiet environment away from distractions
  • Highspeed internet (ethernet to router connection for supplied equipment is necessary to maintain consistent call quality)
  • Enough space to accommodate supplied equipment required for job function: Laptop(s), iPads, monitor

Duties and Responsibilities

  • Answer incoming calls and requests, troubleshoot, solve problems, and provide resolution to supported users within the contracted scope of support for each client
  • Process and document user interactions using supplied ticketing system, knowledge base and other resources
  • Help users with software and login issues
  • Perform failure analysis to evaluate all processes and diagnose all software systems
  • Serve as liaison between helpdesk and desktop support
  • Troubleshoot and assist with a variety of issues on both PC, iPad, and iPhone
  • Perform root cause analysis
  • Remote software installs
  • Follow through with users whose issues are not closed on initial contact, which may include additional communication to the user, a supervisor, or other support areas within the team, i.e., Hardware Liaison, Technical Liaison, etc.
  • Respond to miscellaneous request and research from internal staff as directed by the Supervisor.
  • Attend job related training
  • Complete Weekly Personal Time Watch

Requirements/Skills

  • HS Diploma or equivalent
  • PC Hardware
  • Mobile device usage, configuration, and troubleshooting (Apple and Android)
  • Windows 11 usage, configuration, and troubleshooting
  • Remote Support Tools
  • Basic Networking knowledge (Wi-Fi and ethernet)
  • Active Directory
  • Software Installation
  • Microsoft Office (Excel, Word, PowerPoint, Outlook) troubleshooting and usage in a corporate environment

Additional Skills

  • Critical thinking
  • Customer service orientated
  • Detail oriented
  • Technical troubleshooting
  • Active listening
  • Ability to communicate technical information to a non-technical audience
  • Self-motivated

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