Service Desk Analyst
Full Potential Solutions, Inc
- Pasig, PhilippinesOrtigas Center, Pasig, Metro Manila, Philippines, Pasig, Metro Manila, PhilippinesPasigMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Job Description
Service Desk Analyst role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain Office of Technology expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as remote support tools. Provide varied tasks and solutions relating to the direct telephone support of end users of technology systems and services. The Service Desk Analyst I actively works to trouble shoot problems related to hardware and software; direct users to appropriate staff for support, development, and training, and escalate end user issues and concerns as required for appropriate and timely resolution.
- Monitor and respond quickly and effectively to incidents and requests received via email and Self-Service Portal.
- Deliver relevant and correct technical support on a case-by-case basis.
- Ensure proper recording, problems and changes in designated ITSM system.
- Properly prioritize and escalate unresolved queries as required to ensure customer satisfaction.
- Assist other teams to initiate, design and manage effective support solutions as determined by our business needs.
- Detect and report increasing trends, unusual activity or repeated activity.
- Request client system ID for new hires
- Managing ID assignment in HR System
- Provisioning of IDs in all internal systems (PBX, Reporting, Dashboard and CRM.
- Managing ID assignment and hierarchies in Client identity portal.
- De-provision all internal and client IDs upon employee termination.
- Submit support tickets and communicate with client and operations on all system access issue.
- Update reporting dimension tables for back dated changes (supervisor moves, title change, termination, etc.)
- Coordinate on client outages by attending triage call and coordinating with operations
- Reset password for client and internal systems.
- Other task/s that is/are innately included in the position that the immediate head may assign from time to time.
Minimum Qualifications
- Bachelors degree, or equivalent relevant work experience
- Two or more years of service desk experience (hardware, software support & related technologies) and first level of remote in a domain environment are required
- Experience in handling a global service center, operations and management are required
- Must be willing to work on a shifting schedule
- Experience supporting Windows desktop Mac and notebook computers
- Familiarity with ITIL is an asset
- A proactive thinker with the ability to anticipate problems, troubleshoot and proactively resolve them.
- Good verbal and written communication skills
- Good customer service, relational & can interact with various people at different levels in the organization
- Ability to manage high-stress situations calmly and effectively
- Strong attention to details and well organized
- Must be familiar with end user support and Active directory are required for this role
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Office Address
- Ortigas Center, Pasig, Metro Manila, Philippines