Service Desk Analyst Level 1

JOB RESPONSIBILITIES:

· Responsible for the initial assessment of hardware and software problems reported to the ticketing system and responding to technical concerns that can be resolved remotely in support of the efficient operations of the company. Also responsible for the update of the service desk ticketing system.

· Handles ticket requests received over the phone, through email, or through the ticketing portal quickly and efficiently though utilizing existing documentation, training, and resources ensuring that ticket requests are accomplished according to the set standard response/resolution time

· Creates online tickets for technical concerns received via the phone or email

· Solicits relevant information from the client to sufficiently describe non-routine problems to other IT service groups (i.e. Telecoms and Network Engineering, Systems Administration Group, Corporate Solutions Development Group) for the completion of a particular ticket and effective communication of solutions to client-users

· Interfaces with client end-users to discuss and understand the requirements as well as explain the actions taken to close the ticket within client's satisfaction

· Provides site over-the-phone technical support/assistance for the troubleshooting of desktop PCs and related peripherals. This covers but not limited to the following: Desktop PC hardware such as scanners, printers; Desktop PC Operating System such as Microsoft Windows, Linux, etc; and desktop application software such as Microsoft Office, Anti-virus software and other application software

· Monitors various systems and networks and reports inconsistencies to the IT Group

· Ensures security of desktop (PC) environment from external and internal virus threats through effective maintenance of antivirus software applications

· Diagnoses ticket requests effectively and quickly to resolve and come up with solutions and appropriate action plans to complete the ticket request

· Comes up with improvement initiatives and new ideas to solve and complete tasks and tickets

· Ensures services provided comply with company external and/or customer standards such as ISO, BS7799, SEICMM, COPC, etc.

· Ensures the timely and effective delivery of technical support services in compliance to service level agreements (SLAs) defined with all internal and external customers

· Sends information to IT Operations regarding Work Orders

· Coordinates with IT Operations for follow-ups on existing and open work orders

· Coordinates with Service Desk and IT Operations heads and colleagues regarding daily technical support group activities

· Prepares reports regarding required by the Service Desk Supervisor

· Releases System Announcements for scheduled IT activities

· Provides daily Flash Reports for the previous day's IT activities

· Sends Incident Reports to disseminate information on system down times and other IT concerns affecting a large group that have not been resolved

· Speaks of ideas clearly and articulately in all presentation and situation may it be for internal or external clients

· Corresponds with and generates reports for the group with all regard for style and language.

JOB REQUIREMENTS:

· Graduate of any Technical or IT-related courses

· such as BS Computer Engineering, Electronic and Communication Engineering, Electronics and Computer Technology, Computer Science and Information Technology)

· Preferably good in oral and written English communication

· Experienced in experience in Help Desk operations and management

· Willing to work in Mandaluyong

Amenable to work on shifting schedules