Service Desk Analyst  

DSM Manila LLP is a shared services subsidiary for White & Case LLP, one of the world’s leading law firms. Established in 2007 with an initial group of 5 employees, the company has grown to its current staff of 300 as it continues to provide the best solutions support for all White & Case offices.

The Service Desk Analyst is responsible for providing internal users with incident management and request fulfillment. Applies knowledge of commonly used concepts, practices, and procedures for laptops, desktops, software, and hardware to identify and troubleshoot users’ technical issues. Utilizes and improves written policy, standards, guidelines and procedures to resolve reported incidents and requests in an efficient and timely manner. In all of the above, exhibits a strong business focus and customer orientation.

As a Service Desk Analyst, you will:

• Tier 1 telephone technical support, answering support queries via phone, email, and remotely site computers. Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Log all calls and emails in the ticketing system
• Escalate complex issues to relevant IT support groups or arrange and coordinate external technical support where problems cannot be resolved in-house
• Monitor the ticket queue and ensure all requests and issues are resolved in an efficient and timely manner
• Install, configure, and test software and hardware for users remotely
• Create and maintain documentation of procedures, tip sheets, and other documentation as needed to provide efficient flow of communication to the Service Desk and other IT groups including the knowledgebase and intranet. Escalate complex calls to 2nd and 3rd level GTS Support teams
• At the direction of the Service Desk Supervisor of Service Delivery Manager, develop and maintain reports of call trends and statistics. Make recommendations based on these reports.
• Maintain hardware and software security; perform all duties in accordance with copyright laws and licensing agreements.

For you to be able to be successful in this role, you will need:

• 1+ years help desk (Application/Hardware) on a 24x7 support environment
• Knowledge in ITIL
• Hands-on experience in desk side troubleshooting (PCs, Printers, PDAs)
• Extensive knowledge of Microsoft-based operating systems (emphasis on Windows XP) and MS Office 2003 (emphasis on MS Word, MS Excel, and MS Outlook)
• Experience in document management systems (Interwoven), distributed time entry programs (DTE/Carpe Diem), and remote communications applications/security (Citrix/Secure ID) is an advantage.
• MCP, MCDST, CompTIA A+, MOUS or similar technical certification desired but not necessary
• Knowledge of ITIL is essential