IT Service Desk Analyst
Santa Rosa Full-time
About the role
Join our dynamic IT team at APW Tech' as an IT Service Desk Analyst. In this full-time position based in Santa Rosa City Laguna, you will play a crucial role in providing excellent IT support and troubleshooting to our employees. As the first point of contact, you will be responsible for resolving a wide range of technical issues and ensuring our team can work efficiently.
What you'll be doing- Respond to and log incoming IT support requests from employees via phone, email or ticketing system
- Diagnose and troubleshoot hardware, software and network-related problems
- Provide first-line technical support and guide users through the resolution of issues
- Escalate more complex issues to the appropriate IT specialists
- Maintain detailed records of all support activities and resolutions
- Continuously learn about new technologies and tools to enhance your support capabilities
- Contribute to the improvement of IT policies, procedures and documentation
- Minimum 2 years of experience in an IT support or service desk role
- Strong understanding of hardware, software, network, and security concepts
- Excellent problem-solving and analytical skills to quickly identify and resolve issues
- Exceptional communication skills to effectively interact with users and provide clear explanations
- Ability to work independently and as part of a team
- Familiarity with IT service management tools and best practices
- Diploma or degree in Information Technology, Computer Science or a related field
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Role Summary
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in related field or equivalent work experience
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Role Summary
We are seeking customer-focused L1 IT Service Desk Analysts to provide first-line technical support to our global users. Successful candidates will be fluent in English and German. This role focuses on incident intake, basic...