About the Role:
We are looking for a skilled and experienced Senior Service Desk Analyst to join our dynamic team. The ideal candidate will possess a strong technical background, excellent problem-solving skills, and the ability to provide top-notch support to our users.
💼 Work set-up: Work From Office
⏰ Shift: 5:00 AM – 2:00 PM PH Time
📍 Location: Taguig, Philippines
Responsibilities:
- Manage and resolve complex technical issues escalated from the service desk team
- Monitor service desk performance metrics and implement improvements
- Collaborate with IT teams to ensure seamless service delivery
- Provide training and mentorship to junior analysts
- Document processes and maintain knowledge base articles
- Troubleshoot hardware and software issues effectively
- Communicate with stakeholders to ensure user satisfaction
Qualifications:
Technical Skills:
- 5+ years in Service Desk, with at least 2 years in handling L2 support.
- Experience in configuring and troubleshooting Windows-based desktop/laptops hardware and software platforms.
- Experience in providing basic troubleshooting skills on Apple-based desktops/laptops and tablets.
- Experience in performing basic printer and MFD trouble shooting skills.
- Experience in performing 1st level domain admin tasks in Microsoft Active Directory (Account Administration, mailbox administration, etc.)
- Experience in server technologies & support (DHCP, DNS, and Group Policies etc.)
- Understanding of technical backup process and their importance to operating integrity and risk mitigation.
- Basic network troubleshooting skills (including command-based diagnostics and review such as ping,
ipconfig, tracert) - Basic Understanding of Unified Communication Hardware / software (Mitel & Cisco Phones, Mitel & Cisco Webex applications)
Personal Attributes:
- Strong team player.
- Able to work autonomously.
- Excellent interpersonal skills – ability to interact and partner well with others.
- Excellent verbal and written communication skills – ability to interact with all levels in the organization.
- Ability to prioritize and re-prioritize work and handle simultaneous assignments.
- Has the ability to show initiative with tasks and work towards innovation within the team.
- Strong critical thinking ability and problem-resolution skills.
- Strict understanding and adherence to confidential information
Desired Education
- Bachelor’s degree in computer sciencecience (or a related field) or relevant work experience desirable.
- Microsoft Certifications or equivalent experience necessary to achieve certification if time is allotted
- ITIL Foundations v3
Why Join us?
- Work with a team of talented professionals in a collaborative environment.
- Access to the latest tools and technologies to innovate and grow.
- Opportunities for career advancement and continuous learning.
- Competitive compensation, benefits, with hybrid work set-up.
About Eastvantage
At Eastvantage, we believe in creating meaningful work relationships across the globe. Our premier managed services and outsourcing solutions enable operational excellence that results in business growth for our partners worldwide. With a team of inspired experts, we provide purpose-built solutions in the areas of software development, technology support, customer relationship management, and a variety of business support functions. The inspiration extends to measurable outcomes through 24/7 service delivery in 13 languages from our offices in the Philippines, India, Vietnam, Morocco and Bulgaria. Visit eastvantage.com to discover how we can help you succeed. For regular updates on the ongoing requisitions, please follow our careers page.