About the role:
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, Manila
- Work set-up: Hybrid
- 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:
- Service Desk Analysts are tasked with being the 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.
- Other duties as may be delegated by superiors from time to time.
- 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 behaviour in all dealings with customers, suppliers, colleagues and company personnel.
Qualifications:
- Experience in configuring and troubleshooting Windows based desktop/laptops hardware and software platforms.
- Experience in provide basic troubleshooting skills on Apple based desktops/laptops and tablets.
- Perform basic printer and MFD trouble shooting skills.
- Perform 1st level domain admin tasks in Microsoft Active Directory (Account Administration, mailbox
administration) - 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 organisation.
- 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
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.
