Service Desk Analyst - Quezon City

Job Description

He/She serves as the primary or 1st level point of contact for I.T. for end users seekingtechnical support or assistance.

Serves as the first point of contact for customers seeking technical assistance, inquiries, andservice requests over the phone, chat, email, or walk-in or other means of communicationschannels.

Resolving basic problems with connectivity, wired and Wi-Fi networks and other computersystems or peripherals.

Diagnosing system errors and application system errors or issues.

Following up with customers or end users to ensure full resolution of issues and closure iftickets.

Capture and document new learnings and knowledge, sharing this insight with colleagues tohelp others.

Identifying the prioritization based on impact and urgency to assign SLAs where P1 is the highestand P3 is the least prioritized.

Requesting feedback and/or monitoring calls and other methods of correspondence to improvetraining methods.

Running reports to analyze common complaints and problems.

Installing, upgrading, or changing software to fix issues.

Installing 2Go standard applications, VPN client apps and antivirus

Remotely accessing hardware or software for clients to make changes and fix problems.

Applying IT knowledge and experience to troubleshoot support and IT technical issues with in-house software, enterprise software and hardware.

Clearly captures and records appropriate and relevant technical information within the ServiceManagement toolset

Identify, manage, and resolve issues in a timely manner.

Communicating clearly and effectively with internal colleagues being supported, owning issuesthrough to satisfactory resolution and closure.

Escalate other issues to the correct resolver group

Training other team members in troubleshooting and diagnosing problems.

Installation of IT endpoint management agent on all 2GO-owned computers (and 3rd party ifmay require) and ensuring it is reflected on the IT Endpoint Management System.

Core Competencies:

A minimum one (1) year work experience with hands-on exposure to technical support ofusers

Technical Proficiency with Strong understanding of networking concepts, operating systemsand IT service management software. With the ability to diagnose and resolve hardware,software, and network problems.

Analytical thinking and problem-solving abilities to effectively troubleshoot and executesolutions.

Communication Skills with Clear verbal and written communication for effective userinteractions.

Customer Service-Oriented that can provide excellent support and ensure user satisfaction.

The ability to do multitasking & prioritization, can handle and manage multiple tasks in afast-paced environment.

The ability to manage service requests, troubleshoot, and implement IT changes throughincident and change management expertise.

Location: Pasay City