IT Service Desk Analyst

Job Description

• Candidate must possess at least a Vocational Diploma / Short Course Certificate, Computer Science/Information Technology or equivalent.

At least 1 year(s) of working experience in the related field is required for this position.

• Preferably 1-4 Yrs Experienced Employees specializing in Technical & Helpdesk Support or equivalent.

Full-Time position(s) available.

Qualifications:

• Candidate must possess at least a Bachelor's/College Degree , Computer Science/Information Technology or equivalent.

At least 1 year of working experience in the IT Service Desk/IT Helpdesk or related field is required for this position

• Preferably 1-4 Yrs Experienced Employees specializing in IT/Computer - Hardware or equivalent.

Must be amenable to work in shifting schedules

• Immediate Joiners are preferred

Open, log, prioritize, assign, close tickets logged in the IT Service Desk

• Query the User for all relevant information concerning the call made or issue reported by the user

Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution

• Re-route misdirected Calls

Escalate tickets not resolvable by SD, in accordance with client's escalation procedures

• Provide status updates on Tickets to users

Reopen Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to the their satisfaction

• Make recommendations for updates to the KB database

Installs, configures, and troubleshoots personal computer

• Coordinates with Service desk staff in support of the end user hardware and software issues.

Installs and configures software components

• Troubleshoots network printers

Coordinates with L2/L3 teams for resolution

• PC troubleshooting - Remote support

Ticket translation for offshore escalation

• L1 SD agent support in case of urgency

Able to interact and communicate with diverse groups with varying levels of technical knowledge

• Able to make sound decisions and work with minimal supervision

Excellent interpersonal skills to foster cooperation among users, support teams and peers

• Must be okay going on site

Benefits includes:

• 1+3 free HMOs on Day 1

Annual Leave

• Sick Leave

LIfe insurance and many more.

• Laptop is provided

Work Location is Mckinley BGC

Job Type: Full-time

Schedule:

• Shift system

Supplemental pay types:

• 13th month salary

Bonus pay

• Overtime pay

Performance bonus

• Yearly bonus

Ability to commute/relocate:
Taguig City: Reliably commute or planning to relocate before starting work (Required)