Service Desk Analyst (Level 1) - Manila

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Location: BGC, TAGUIG - CAN START ASAP

Key Roles and Responsibilities:

1. Researches, diagnoses, troubleshoots and identifies solutions to resolve system issues
2. Follows standard procedures for proper escalation of unresolved issues to the appropriate internal teams
3. Asks customers targeted questions to quickly understand the root of the problem
4. Tracks computer system issues through to resolution, within agreed time limits
5. Talks with clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
6. Properly escalates unresolved issues to appropriate internal teams
7. Ensures all issues are properly logged
8. Prioritizes and manages several open issues
9. Follows up with clients to ensure their IT systems are fully functional after troubleshooting
10. Maintains excellent relationships with clients
11. Provides prompt and accurate feedback to customers through
12. Follows the SLA for issues with respect to the severity
13. Prepares accurate and timely reports for submission to line management
14. Documents technical knowledge in the form of notes and manuals

Qualifications:

1. Proven working experience in enterprise technical support, IT support or as Technical Engineer
2. In-depth knowledge in the product that the technician is supporting.
3. Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
4. Hands-on experience with Windows/Linux/Mac OS environments
5. At least 3 years work experience as Service Desk
6. Amenable to work 3 days onsite

Needed Skills:

1. Troubleshooting: Ability to diagnose and troubleshoot basic technical issues
2. Familiarity with remote desktop applications and help desk software (eg. Zendesk)
3. Problem-solving Skills
4. Verbal and Oral Communication skills