Service Desk Specialist

2 weeks ago

Quezon City, National Capital Region, Philippines RELX Full time ₱300,000 - ₱450,000 per year

Accountabilities

  • Performs Active Directory and MS Exchange administration which include: user account resets and modifications, add accounts to appropriate security groups, modify quotas on Windows servers, create and modify distribution list, create and modify shared mailboxes, and modify SMTP addresses.
  • Diagnose and solve issues with single and multi-user systems using maintenance tools and problem solving skills.
  • Establish and adhere to service level response and resolution times for all systems.
  • Coordinate between employees and 2nd/3rd level IT Support for issues not under the 1st Level scope of the Service Desk Team.
  • Effectively communicate to management, team members, and various customer groups.
  • Demonstrate a propensity to take ownership in learning new business and technical skills to develop processes or applications to enhance the group's ability to achieve its goals.
  • Capable of performing individual contributor roles and where needed work in a team environment.
  • All other duties as assigned

Technical Competencies

  • Bachelor's degree or completion of at least 2 years in college (no back subjects or incomplete units)
  • Knowledge of PC hardware and architecture and Desktop Operating System internals
  • ITIL Certification/Knowledge in IT Service Management
  • Required knowledge/competencies in: Windows 10, MS Office, Web Browsers, TCP/IP Client Software, Acrobat Reader, Instant Messaging tools, Mainframe, Active Directory, Service Now, VPN
  • Familiarity with supporting iOS devices, Mac OS
  • Understanding of network protocols for a LAN and WAN including remote connectivity.

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