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Service Desk Analyst L1 & L2 Support

About The Role

In this role, Level 1 and 2 technical and remote phone support to customers and internal departments is required. The Service Desk is a customer facing entity and the main activities incorporate call handling and basic to intermediate technical services to customers and internal departments. These services include responding to and resolving customer support requests (phone calls, emails or tickets logged directly in the ITSM Platform) within the defined Service Level Agreements (SLAs). Service Desk Analysts are expected to deliver high quality and professional service to customers and internal departments

Roles and Responsibilities

  1. Incident Resolution:
    • Analyzing and resolving escalated technical issues that cannot be resolved at the L1 level.
    • Investigating and diagnosing problems, and implementing effective solutions.
  2. Customer Support:
    • Providing high-quality customer service and support to end-users.
    • Communicating technical information in a clear and understandable manner to non-technical users.
    • Managing customer expectations and keeping them informed about the status of their reported issues.
  3. Troubleshooting:
    • Conducting in-depth troubleshooting of hardware, software, and network issues.
    • Collaborating with other IT teams to resolve complex technical problems.
  4. Documentation:
    • Documenting and maintaining records of all reported issues and their resolutions.
    • Creating knowledge base articles to facilitate faster issue resolution in the future.
  5. Escalation:
    • Escalating issues to L3 support or specialized teams when necessary.
    • Collaborating with other support teams to ensure timely and effective problem resolution.
  6. User Training:
    • Providing training and guidance to end-users on using various systems and applications.
    • Creating user guides and documentation to assist users in troubleshooting common issues.
  7. System Administration:
    • Performing system administration tasks such as user account management, permissions, and access control.
    • Monitoring system performance and taking proactive measures to prevent issues.
  8. Software Updates and Patch Management:
    • Assisting in the deployment of software updates, patches, and security fixes.
    • Ensuring that systems are up-to-date and secure.
  9. Remote Support:
    • Providing remote assistance to end-users using remote desktop tools or other technologies.
    • Troubleshooting and resolving issues for users who may be located in different geographical locations.
  10. Collaboration:
    • Collaborating with other IT teams and departments to address cross-functional issues.
    • Participating in meetings and sharing insights to improve overall IT infrastructure and support processes.
  11. Continuous Improvement:
    • Proactively identifying areas for improvement in processes and tools.
    • Contributing to the enhancement of service desk procedures and workflows.

Qualification

  • Bachelor’s degree in Computer Science (or a related field) is highly desirable;
  • Microsoft industry vendor certifications, such as Microsoft MCSA or MCP preferred;
  • Cisco industry vendor certifications, such as CCNA (Routing and Switching) advantageous; and
  • ITIL Foundation v4 certification is required.
  • Minimum 3  years experience with a high technical up to date skill set in  Service Desk or other customer-facing technical support roles.
  • Previous experience in a Managed Service or Professional Services environment preferred; and
  • Sound understanding of ITIL Framework.​
Additional Responsibilities:
  • Achieve personal KPIs at all times
  • Other duties may be delegated by the Business Unit Manager from time to time.
  • Conduct all activities in accordance with company policies and procedures, as may be amended from time to time.
  • Assist the Service Desk Team Leader in the day-to-day running of the Service Desk and perform administrative tasks as defined in client and internal Knowledge Management Systems, such as:
  • Account modifications
  • Office 365 Administration
  • Alert Handling

About Eastvantage

At Eastvantage, our mission is to create meaningful jobs. Through our portfolio of premium and select clients, we provide careers that are knowledge-based, inspiring, and always with the potential for development and growth. We are an independently-owned outsourcing company with European roots, servicing global companies that have offices in every populated continent in the world. We have been in the industry for a decade, growing from a handful to over 1,000 happy employees over the years. We invite you to navigate our site to get to know who we are, to see what sets us apart in culture and thinking. Because of this, we carefully select who we work with, both customers and co-workers, which is why people happily stick with us for a wonderful amount of time. We hope to convince you to apply with us and be part of our success story.
Job Category: Recruitment and HR
Contract Type: Full-Time
Location: BGC Taguig
Division: Technology
Assigned Recruiter: jennie.luciano@eastvantage.com

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