Eastvantage Business Solutions Inc.
Eastvantage Business Solutions Inc.

Service Desk Analyst  

Eastvantage Business Solutions Inc.

  • Taguig, Philippines
    , Fort Legend Tower, 3rd Avenue corner 31st Street, Taguig, Metro Manila, Philippines
    Taguig
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 3 years ago

2020-11-25T16:00:00+00:00
Job closed.

Job Description

The key responsibility is to provide call desk services and level 1 technical support to the account's customers and internal divisions. The SSDA differs in that the role embodies more experience and expertise on the Service Desk as a natural progression from the SDA role to incorporate aspects of leading and training more junior staff. Additionally, the role should be seen as responsible for assisting the Technical Services Desk Manager in the overall performance and achievement of Service Desk KPIs.

The SSDA interactions extend to both external parties and internal entities as appropriate to co-ordinate the efforts or relevant resources towards the resolution of all support requests as assigned within ConnectWise

  • External - customers, service providers and sub-contractors
  • Internal - Technical teams and Service Delivery Managers; Sub-Divisions and related personnel; colleagues and associates

Customer Service

The Service Desk is customer facing entity and the main activities incorporate call handling and basic to intermediate technical services to external customers and internal bodies. These services include responding to and resolving customer support requests (phone calls, emails or directly logged tickets into the Service Desk application) within the agreed Service Level Agreements.

The company culture embodies customer first service and the Service Desk Analyst are expected to deliver a high quality and professional Service Desk to the customers.

Key activities in this area are: -

  • Respond to requests for technical assistance via phone and electronically
  • Log all help desk interactions
  • Advise user on appropriate action
  • Action and escalate situations requiring urgent attention
  • Provide leadership and guidance to Service Desk Analysts on Service Desk related tasks
  • Assist the Technical Service Desk Manager in the day to day running of the Service Desk

Technical Support

Service Desk Analysts are tasked with being the first technical contact on support issues and a key objective is to provide first call fix capabilities to callers and other electronically submitted requests.

Key activities in this area are: -

  • Diagnose and resolve desktop/laptop/portable devices hardware, software and operating issues
  • Diagnose and resolve printer hardware, software and operating issues
  • Perform basic administration tasks (such as password resets, account creations/deletions) as defined in the specific customer configuration work rules
  • Perform backup checks and perform initial diagnostics of reported issues
  • Redirect more complex problems to appropriate senior resources
  • Actively engage in all project related work when requested to do so
  • Track and route problems and requests and document resolutions
  • Identify and escalate situations requiring urgent attention
  • General
  • Adherence to company policy and procedures
  • Attendance at work when required to do so: punctual and reliable.
  • Professional conduct and behaviour in all dealings with customers, suppliers, colleagues and company personnel.

Minimum Qualifications

Technical

  • Able to build, configure and troubleshoot Windows based Desktop/laptops hardware and software platforms
  • Experience in provide basic trouble shooting skills on Apple based desktops/laptops and tablets
  • Perform basic printer and MFD trouble shooting skills
  • Perform 1st level domain admin tasks in Microsoft Active Directory (account creation/deletion, policies, DNS, Security and other associates technical elements)
  • Understanding of technical backup process and their importance to operating integrity and risk mitigation.
  • Basic network troubleshooting skills (including command based diagnostics and review such as ping, ipconfig, tracert)

General

  • Strong team player
  • Able to work autonomously
  • Excellent interpersonal skills – ability to interact and partner well with others
  • Excellent verbal and written communication skills – ability to interact with all levels in the organisation
  • Ability to prioritize and re-prioritize work and handle simultaneous assignments
  • Strong initiative
  • Strong critical thinking ability and problem resolution skills
  • Strict understanding and adherence to confidential information

Education/Qualifications

  • Bachelor’s degree in Computer Science (or a related field) or relevant work experience desirable
  • Microsoft Certifications or equivalent experience necessary to achieve certification if time is allotted

Perks and Benefits

  • Paid Vacation LeavePaid Vacation Leave
  • Paid Sick LeavePaid Sick Leave
  • Medical / Health InsuranceMedical / Health Insurance
  • Maternity & Paternity LeaveMaternity & Paternity Leave
  • Paid HolidaysPaid Holidays

Jobs Summary

Job Level
Associate / Supervisor
Job Category
IT and Software
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Sometimes
Office Address
Taguig, Metro Manila, Philippines
Industry
Business Process Outsourcing
Vacancy
1 opening
Website
https://eastvantage.com/

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About Eastvantage Business Solutions Inc.

Eastvantage provides business solutions to global companies, enabling offshore operations from its locations in the Philippines, India and Bulgaria. The management team brings a wealth of global insights and local knowledge in the areas of digital transformation, customer experience, and business support. Combining expertise with a hands-on approach to managing client relationships, Eastvantage makes outsourcing simple and seamless. Share the passion Serious but wacky. Normal but quirky. Organized yet flexible. Hard work with playtime. That’s life at Eastvantage. We promote a "Work-Life Balance" environment. It’s a place where introverts and extroverts, the left-brained and right-brained, the outgoing and the shy can all work side by side without pulling each other’s hair. That’s because we work in a highly open, flexible and collaborative zone where we can totally feel at home. We may be a team of different folks with different strokes, but we share the same passion for our work and a constant drive for excellence. And we’re lucky enough to belong to a company that empowers us and looks out for our development and well-being. Are you intelligent, creative, passionate, and crazy enough? Be a part of a cool, smart and wise team. Hurry grab the opportunity. Why join us? Working at Eastvantage is not like joining a huge organization like the navy, it's more like joining a fleet of agile ships ready to skip on to the next race, discovering new frontiers. We are not a thousand-person call center. We are not a ratlab. We are no freaky geeks (or are we?). What are we, then? Eastvantage prides itself on being an open and fair employer, always looking out for the development and well-being of its employees. We believe that our prime services require fully empowered people, world-class office amenities and the best technologies. We provide attractive salaries, insurance and benefits. We believe in continuous learning and coaching to stay ahead. We train and ensure our employees are treated fairly and with respect. Join us - we are always looking for great talents like software/system/web developers, research analysts, e-marketing gurus, and fluent communicators. Benefits We offer challenging roles in a fast-growing international team Work-life balance environment We have a no-nonsense culture and direct interaction with our clients Prime office located in Fort Bonifacio Global City, Taguig and Ortigas Center What are we good at? Work hard and play hard! We are not the typical BPO setup. We have a diverse culture and we nurture everyone like a family. To understand how we use and process your data, please visit www.eastvantage.com/privacy-notice and www.eastvantage.com/privacy-policy

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