IT Service Desk Analyst

1 week ago

Taguig, National Capital Region, Philippines Pan Asia Resources PH Inc. Full time

Essential Responsibilities and Duties

· Provides First and second-line investigation and diagnosis

· Resolves and closes incidents/service requests as per Service desk procedures & allocated timelines

· Escalates unresolved incidents/service requests within agreed timescales

· Logs relevant incident/service request details per Service desk procedures

· Communicates with client regarding incident progress

· Ensures tickets are always updated until issues are resolved

· Managing, prioritizing, and documenting incoming questions and support requests by phone, email, chat, or in person.

· Resolving technical issues quickly and efficiently

· Installing and configuring necessary software and meeting end-user needs

· Escalating any serious problems to relevant departments and teams

· Ensuring optimal network performance

· Performing system updates, tests, and maintenance to avoid service interruptions

· Monitoring and reporting service desk tickets

· Analyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems

· Producing user manuals and guidance for end-users

· Creates/maintains documentation on Back Desk

· Special events coverage

· Local network support and/or assists centralized Network team

· Hardware/software selection, procurement, setup, installation, configuration, upgrades, monitoring, and troubleshooting

· User account creation/deletion and file permissions

· Laptop / Desktop Backup management and maintenance

· Assist all Joiners, Movers and Leavers tasks in the respective site

· Involve in Stock and Asset Management activities and coordinate with Stock Management

Qualifications

· Bachelor's Degree or completed at least 2 years in college with no back subjects, Associate Graduate, College Graduate

· At least 2-5 years of relevant ITSD experience

· Experience in resolving tickets

· Ability to work independently and take initiative

· Strong communication skills, both written and oral

· Maintains strong attention to detail in high-pressure situations

· Willingness to work flexible hours when needed

· Immediate joiners are preferred

· An updated resume is required

Job Types: Full-time, Permanent

Pay: Php30, Php45,000.00 per month

Work Location: In person

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