IT Service Desk Analyst

To administer, monitor, and maintain client’s IT infrastructure, as well as, responding and troubleshooting to system generated incidents. To evaluate problems, generate reports, interact with assigned technicians, and observe problems closely until they are resolved.

Job Responsibilities:

• Provide level 1 support for both internal and external clients.
• Track and document issues and resolutions for reference by opening trouble tickets
• Troubleshoot issues by using the organization’s knowledge base and other resources available.
• Generate necessary reports required by the IT department and/or the client.
• Monitor, respond, and troubleshoot alerts generated by the system and/or reported by the client.
• Handle escalation and coordination with solutions engineers or its technical counterpart.

Job Requirements:

• At least a College/Bachelor's Degree; Computer Engineering, Computer Science, IT, or any related course
• With a good verbal and written English communication skills.
• Technical Support experience is an advantage
• Knowledgeable and with exposure to trouble shooting Windows System.
• Has the ability to communicate technical information to a non-technical person
• Can work under time pressure with minimal supervision
• Flexible to work on other tasks assigned.
• Highly organized with attention to details, know how to follow instructions
• Ability to become the ultimate team-player: Does well and peers well with the team, while still being able to perform well individually
• Experience and knowledge of basic Windows OS troubleshooting, and configuration is a must
• Exposure and knowledge with the following technology is a huge advantage: Microsoft Azure, Office 365, Microsoft, SharePoint
• Can work on different shifts and scheduled weekend shifts.
• Capability to provide on-call support during escalations and emergencies
• Capability to render overtime