SUMMARYThe Senior Service Desk Analyst is responsible for providing personal computing (HW), software (SW), operational system (OS), Application (APP), mobile connectivity & associated peripherals focused service request fulfillment, incident resolution, asset lifecycle and client relationship management services. Serves as team lead, providing technical and functional guidance to other members of the team and will serve as first level of escalation for issues and other requests.
- ESSENTIAL/ NON-ESSENTIAL JOB FUNCTIONS
Provides documented break/fix solutions to resolve interruption or performance degradation issues with existing personal computing services with an emphasis on personal and rugged purpose-built computing HW, SW, OS, APP, mobile connectivity & associated peripherals, including workstation, peripheral or component troubleshooting and replacement, SW uninstall/reinstall and OS reimaging.- Recognizes, documents, and addresses more complex and/or systemic problems and work with other technology support teams when required.
- Service Request Fulfillment
Proposes and evaluates new service offerings, advocating customer requirements and perspective and maintaining alignment with IT roadmap.
- Asset Lifecycle Management
Provides timely and accurate updates of asset management records as a result of incident resolution, service request fulfillment, physical inventory/audit and refresh activities including status, location, assignment and others.- Recognizes, documents, resolves and escalates anomalies and inconsistencies between and within observed physical assets and recorded asset information.
Solicits, collaborates on and authors, reviews and/or edits client facing knowledge content to enable self-service and lowest cost of service.
- Specialized Support Services
Provides specialized incident resolution and request fulfillment services having demanding performance standards such as after-hours support, executive support and other services as scheduled and/or assigned.- Provides other required support services during peak demand periods and other high volume scenarios as necessary.
Applies and adheres to established company and location safety values, culture and work processes & procedures; actively participate in safety rituals.- Performs other duties as assigned.
- EDUCATION AND EXPERIENCE REQUIREMENTS
- Required Education and Experience:
Bachelor's degree in computer science or other related discipline is required.
- Minimum 5 years with at least 3 years in Information Systems and 2 years in a directly related position with a mid to large size company.
Experience supporting HP, Dell and/or Microsoft Surface workstations.- Experience supporting mobile/remote connectivity solutions and virtual private networking (VPN).
Experience with Microsoft SCCM and Intune.
- Experience supporting multifunction devices (MFDs) and printers.
Experience working with IT Service Management systems.- Experience working with IT Asset Management systems.
Experience working with Knowledge Bases.
- LICENSES / CERTIFICATIONS(Preferred)
ITIL Foundations Certification
MCDST- HDI Desktop Support Technician
- KNOWLEDGE / SKILLS / ABILITIES
- Language Skills: English fluent
- Reasoning Skills/Abilities: Intermediate level required
- Computer Skills: all mentioned below computer skills are required
Windows OS advanced level;
- Computer Management Applications (Console) advanced level;
Active Directory (Accounts, Groups, GPs, Security) intermediate level;- MS Office Suite intermediate level;
Exchange and Outlook advanced level;
- Desktop Native Applications intermediate level;
Cloud Applications intermediate level;- Client-Server Applications intermediate level;
Mobile Applications intermediate level;
Add-ons and others related to the function certifications are preferred.
Customer service oriented and proactive in anticipating and resolving problems while maximizing efficient use of available IT resources.- Uses excellent problem-solving, communication, and interpersonal skills along with a patient, positive, and customer-friendly attitude within a team environment.
Demonstrates outstanding customer orientation and desire to restore and enable client productivity; drives resolution and fulfillment to closure on first contact.
- Communicates effectively and efficiently with technical and non-technical audiences at all levels of organization; utilizes appropriate communication channels for given situations; employs a range of communication styles and techniques; acts as a Subject Matter Expert (SME) for client relationship management.
Acts professionally and tactfully at all times and in all situations; maintains a professional demeanor and appearance; recognizes, being sensitive to and be respectful of global and cultural diversities; fulfills role as the Voice of Information Technology.- Produces high quality work results with a sense of urgency while maintaining a high level of focus on detail, exactness and completeness.
Performs work in a client embedded environment under direct supervision and/or indirect oversight of lead & more experienced analysts and management; recognizes, navigates and influences organizational and interdepartmental politics; manages multiple tasks and priorities.
- Documents incident resolution & service request fulfillment activities consistently, concisely and accurately in writing using correct grammar and spelling utilizing service and asset management tools and systems.
Builds leveraging relationships & teamwork environment with clients, peers and other IT teams that facilitate knowledge and information sharing; contribute to team's body of knowledge; being recognized as a dependable member of team and a source of positive energy and attitude for clients and team.- Provides guidance to other analysts, assisting IT leadership to propagate collaboration among teams and to increase the effectiveness of the overall IT department.
Completes tasks timely and deliver specific results related to projects, initiatives and other special assignments.
- Provides support for new technologies.
Job Type: Full-time
Pay: Php40,
- 00 - Php70,000.00 per month
Benefits: - Additional leave
Health insurance- Opportunities for promotion
Promotion to permanent employee
Schedule:
Evening shift Monday to Friday
Rotational shiftSupplemental pay types:
Education:
Language:
License/Certification:- ITIL Foundations Certification (Preferred)
Comp TIA A+ (Preferred)
HDI Desktop Support Technician (Preferred)
Location:Willingness to travel:
100% (Required)
