IT Service Desk Analyst

Job Description
Company Description
is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

The Client
One of Australia's leading lifestyle retailers, offering exceptional furniture and homewares that enhance the Australian way of life. With over 35 years of experience, they are renowned for their great design, style, and customer experience. Committed to delivering a world-class customer journey, they fosters a culture of high performance, job satisfaction, and career opportunities.

The Role
IT Service Desk Analyst is the first point of contact for all end user enquiries related to IT support. The purpose of this role is to work collaboratively with internal IT teams and external suppliers to resolve incidents, problems and service requests ensuring high quality of service to end users at all times in a timely manner within agreed SLA.

Key Accountabilities
Resolve incidents, problems, service requests

• Delivery of high-quality IT support to all internal users via phone, teams and email.
• Responsible for quick resolution of all IT support issues and requests.
• Responsible to ensure all support issues and requests are logged and tracked in the ticketing tool.
• Responding to all customers queries in accordance with defined SLA's.
• Liaise with suppliers with regards to support issues.

Continuous improvement

• Always look for ways to bring efficiency to Service Desk Operation – work smarter, not harder.
• Follow the ITIL framework for IT Service Delivery and adhere to IT governance processes.

Human Resources & Safety

• Ensure compliance with company policies, procedures and safety standards.
• Take ownership of learning and development needs, including ensuring completion of all e-learning modules.

General Responsibilities

• Observe and adopt the company brand values.
• Ensure health and safety matters are raised at appropriate level and managed.
• Comply with Company policies and procedures.
• Undertake any other duties as required.
• Ensure the IT Service Desk Analyst role is delivered in a professional manner with high focus on quality customer service.

Qualifications

• Intermediate Office 365 experience.
• Proficient in Office 2016 and above.
• Competent with the Adobe suite.
• Windows 10 & 11 administration.
• Supporting remote workers.
• Proficient in Active Directory Users & Computers.
• Heavy focus on customer service and service improvement.
• Infinity RMS experience a plus.

Work Schedule

• Monday- Friday 7am-4pm PH time PH Time

Work Location:

• Home-based, with the possibility of hybrid work when the team grows.
• Equipment is provided

Note:
As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.