IT Service Desk Analyst

3 days ago

Quezon City, National Capital Region, Philippines Systemantech, Inc Full time ₱240,000 - ₱300,000 per year

JOB SUMMARY

As an IT Helpdesk Support, you will be the first point of contact for our clients, providing technical support and assistance with their IT-related issues in the company. Your primary responsibility will be to ensure our clients have a seamless and efficient experience while resolving their IT problems. This role plays a crucial part in maintaining customer satisfaction and the overall success of our organization.

KEY RESPONSIBILITIES

  • First-line Support: Receive and respond to incoming technical support requests through various communication channels, including phone, email, and chat.
  • Issue Triage: Accurately assess and categorize technical issues, prioritize them based on urgency, and escalate more complex problems to appropriate teams or SMEs.
  • Problem Resolution: Provide prompt and effective solutions to common technical problems included in the runbook/troubleshooting guides.
  • Documentation: Maintain detailed and accurate records of all customer interactions, issues, and solutions in a ticketing system.
  • Knowledge Sharing: Contribute to the knowledge base by documenting solutions to common problems and sharing insights with the team to improve overall support efficiency.
  • Client Education: Offer guidance and assistance to clients for basic troubleshooting and self-help solutions.
  • Remote Assistance: Utilize remote desktop tools to access and troubleshoot clients' computers, servers, and devices.
  • Customer Service: Provide excellent customer service by addressing client inquiries professionally and courteously, managing expectations, and ensuring client satisfaction.
  • Incident Management: Manage and track incidents and service requests to meet defined service level agreements (SLAs).
  • Continuous Improvement: Stay up-to-date with industry trends and technologies, and actively seek opportunities for process improvement within the service desk.

QUALIFICATIONS

  • A graduate of BS Degree in IT or any technical related courses.
  • Exceptional communication skills, both verbal and written.
  • Ability to communicate with various leaders within IT and across all of the hospital environment.
  • Leadership experience with the ability to inspire and motivate a team.
  • Analytical mindset with the ability to analyze data and identify areas for improvement.
  • Strong problem-solving skills with the ability to to handle complex technical issues.
  • Strong technical knowledge of operating systems (Windows, macOS, Linux), hardware components, software applications, and IT infrastructure.
  • Proven experience in a service desk or IT support role, with a track record of progressively increasing responsibilities.
  • Experience with ITSM tools, remote support software, and ticketing systems.
  • Certifications such as ITIL, CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or relevant leadership certifications are advantageous.
  • At least 3 years of experience as IT Service Desk Support.

Job Types: Full-time, Permanent

Pay: Php20, Php25,000.00 per month

Benefits:

  • Company events
  • Health insurance
  • Opportunities for promotion
  • Pay raise
  • Promotion to permanent employee

Education:

  • Bachelor's (Required)

Experience:

  • IT Service Desk: 3 years (Required)

Work Location: In person

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