
IT Support Analyst
2 days ago
Job Title: Software Support Analyst
Work Setup: Onsite in Baguio City
Shift Schedule: Shift usually starts at 5:30 AM (5:00 AM or 6:00 AM) Manila, supports APAC and Australian clients
What We Seek:
- Bachelor's degree in computer science, Information Technology, or a related field
- Junior - Mid Level Analyst with 1-2 years relevant technical experience
- Recent graduates with relevant internships will also be considered
- MUST HAVE a basic knowledge of SQL and in back-end systems support
- Experience with any CRM
- Strong in technical troubleshooting
- Familiar with scripting languages and XML transformation
- Previous experience in a similar role or with a specific focus on facilities management systems (FMS) is preferred
- Can start ASAP
Job Summary:
This role is integral to managing and supporting our clients' maintenance and support cases efficiently. You will work with a wide client base, ensuring timely service delivery and a seamless workflow that operates 24/7, especially for crucial sectors such as housing, aviation, and healthcare.
Responsibilities:
- Manage and support the client CRM, which oversees call-out work and planned maintenance, ensuring it meets the diverse needs of our large client base.
- Analyze client-reported tasks and effectively coordinate with service providers based on the complexity of the issues logged
- Assess and document logged tasks in the system, ensuring accurate time frames and back-end logging for efficient workflow management
- Participate in workshops and meetings with clients to gather and understand their requirements, ensuring that documentation is aligned with client needs
- Support senior consultants by configuring back-end functionalities and assisting with data imports and management
- Develop and maintain technical specifications documentation.
- Collaborate with team members to build and refine environments and workflows, taking on increasingly complex tasks as required
- Garner and apply technical skills, including basic SQL and scripting knowledge (e.g., XML transformations), to support overall system functionality
- Maintain a high level of system operation reliability, contributing to project implementations that require critical uptime
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