Service Desk Analyst

The Dairy Farm Company Limited ROHQ

Quick Apply

4 months ago
Over 200 applicants

Exp: 0-1 Years

Full time

Metro Manila / NCR

IT/Computers - Hardware & Networking,

IT/Computers - Software,

Retailing

Job Description

The Team

Service Management or ITSM oversees the service desk, incident management, problem management, change management and IT asset management processes of DFI. As such, it serves as the frontline for providing IT services and addressing technical issues that may arise. It is responsible for managing and supporting enterprise-wide productivity tools such as e-mail, chat, Word, Excel and PowerPoint. It also ensures that industry-standard best practices such as ITIL® and ITSM tools such as the ticketing system, service catalog and configuration management tools are applied to the rest of the firm.

Responsibilities

Provide exemplary internal and external Customer service surrounding the Company's Pioneering Principles.
Greet and serve Customers with the highest degree of courtesy and professionalism.
Log and categorizes Incidents and Service Request tickets.
Set correct priorities of tickets received.
Provide first level troubleshooting, support and resolution for application, hardware and communications problems.
Manage the lifecycle of Incidents and Requests escalate ticket as necessary and close tickets when the user is satisfied.
Respond to end-user issues via telephone or email; or via Incidents/Service Requests tickets using DFSC Ticketing System, ITSM.
Provide technical and operational support for end-users.
Partner with other Departments to implement new programs or provide technical assistance.
Coordinate with IT resources to understand and minimize the impact of potential widespread issues.

Requirements

Bachelor's Degree in Computer Science / Information Technology or equivalent.
Good interpersonal, verbal, written English communication skills.
With basic to advanced hardware troubleshooting skills know-how.
Basic to advanced skills in MS Office 2007/2010/2013 preferred.
Equivalent technical work experience a plus.
With knowledge of Incident Management and Active Directory a definite advantage.
Ability to maintain the highest level of confidentiality.
Ability to multi-task and set priorities.
Ability to adapt to a fast-paced environment.
Willing to work on cyclical shifts (night shift, holidays, weekends).
Amenable to work in Ortigas, Pasig City.
Newly graduates who possess most of the qualifications mentioned above are welcome to apply.

Education

Bachelors/ Degree

More Info

Role:Fresher

Industry:IT /Computers - Hardware & Networking, IT /Computers - Software, Retailing

Function:IT

Job Type:Permanent Job

Skills Required

Service Desk Analyst

Date Posted: 25/04/2023

Job ID: 41159965

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About Company

The Dairy Farm Company Limited ROHQ

DFI Retail Group (the ‘Group’) is a leading pan-Asian retailer. At 31st December 2021, the Group and its associates and joint ventures operated over 10,200 outlets and employed some 230,000 people. The Group had total annual sales in 2021 exceeding US$27 billion.

The Group provides quality and value to Asian consumers by offering leading brands, a compelling retail experience and great service; all delivered through a strong store network supported by efficient supply chains.

The Group (including associates and joint ventures) operates under several well-known brands across food, health and beauty, home furnishings, restaurants and other retailing.

The Group’s parent company, Dairy Farm International Holdings Limited, is incorporated in Bermuda and has a primary listing on the London Stock Exchange, with secondary listings in Bermuda and Singapore. The Group's businesses are managed from Hong Kong by Dairy Farm Management Services Limited through its regional offices.

DFI Retail Group is a member of the Jardine Matheson Group.

About RecruiterKimi Delgado

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