Service Desk Analyst – Hybrid

The Service Desk is a customer-facing entity and the main activities incorporate call handling and basic to
intermediate technical services to our customers and internal bodies. These services include responding to and resolving customer support requests (phone calls, emails or directly logged tickets into the Service Desk application) within the agreed Service Level Agreements.
Our global culture embodies customer-first service, and the Service Desk Analysts are expected to deliver a high quality and Professional Service to the customers.

• Location: BGC, Taguig
• Work set-up: Hybrid (3x/week onsite)
• Shift: 6:00 AM – 3:00 PM PH Time / AEST

Key activities in this area are:

• Respond to requests for technical assistance via phone and ITSM Platform.
• Log all help desk interactions.
• Advise the user on appropriate action.
• Action and escalate situations requiring urgent attention.

Roles and Responsibilities:

• First point of contact on technical support issues and a key objective is to provide first-call fix capabilities to callers and requests submitted to the ITSM Platform.
• Diagnose and resolve desktop/laptop/portable device hardware, software and operating issues.
• Diagnose and resolve printer hardware, software and operating issues.
• Perform basic Administration tasks (such as password resets, and account creations/deletions) as defined in the specific customer configuration processes and procedures.
• Perform backup checks and raise tickets for errors.
• Redirect more complex problems to appropriate senior resources.
• Actively engage in all project-related work when requested to do so.
• Track and route problems and requests and document resolutions.
• Identify and escalate situations requiring urgent attention.
• Conduct all activities in accordance with company policies and procedures, as may be amended from time to time.
• Attendance at work when required to do so: punctual and reliable.
• Professional conduct and behavior in all dealings with customers, suppliers, colleagues and company personnel.
• Other duties as may be delegated by superiors from time to time.

Qualifications:

• 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 Science (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