Desktop Support Analyst 1

5 days ago

Cebu City, Central Visayas, Philippines Asurion Full time ₱300,000 - ₱450,000 per year
Desktop Support Analysts 1 provide technical support to local and remote users via telephone, email, interaction &/or with remote access resources on a daily basis, relying on experience and established procedures to analyze and resolve technical support incidents and problems.

Key Accountabilities:

  • Serve as the "go to" hands on IT resource for a respective site
  • Configure, deploy, maintain and troubleshoot desktops, laptops, printers, ip phones, mobile devices, and telecommunications devices including accessories related to end user equipment
  • Provide timely and accurate support to end users and other IT teams
  • Adhere to End Users Services and Company defined policies and procedures
  • Perform field support functions associated with internal and external customer-based needs
  • Work with ServiceNow application to manage ticket queues
  • Trusted to use the following tools to support desktop, laptop, and software management
  • Asset Management
  • Software Delivery
  • Remote Control
  • Active Directory
  • Provide assistance and or information if needed to Asurion Technical Operations Center (ATOC) during critical incidents onsite
  • Administer local hardware inventory using ITAM tool
  • Provides after-hours on-call support when needed
  • Work as an extended resource to other IT Support teams to setup, troubleshoot, install/upgrade, decommission, and configure equipment
  • Onsite Servers
  • Onsite Telephony
  • Onsite Network
  • Other tasks as may be defined/assigned for the efficient functioning of the roles.

Experience, Skillsets and Personal Competencies:

  • At least 2+ years related experience for a midsize or larger organization (500+ user environment)
  • At least 1-year experience providing support for a Call Center environment (is an advantage)
  • 2+ years of experience in troubleshooting of IT infrastructure including but not limited to Computers, Network, Printer, software and Structured Cabling is required
  • Knowledgeable in Active Directory, O365, Basic IP Telephony and Citrix Environment
  • Familiar with setup of IP phone/VoIP
    • Setup
    • Troubleshooting
    • Configuration
  • Demonstrated ability to effectively communicate by phone or in person
  • Must be possess excellent customer service skills and ability to interact professionally with a diverse group, executives, managers, subject matter experts and business users
  • Maintains a high degree of professionalism in actions
  • Excellent teamwork skills and the ability to work unsupervised
  • Demonstrate performance and aptitude consistent with Asurion core values and culture
  • Handles confidential and sensitive matters with tact and diplomacy
  • Good English communication skills
  • Familiarity with ITIL is a plus.

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