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Position title
IT Service Desk Analyst
Description

WeLink MCS is currently hiring for IT Service Desk Analyst on behalf of a client in the IT/BPO Industry located in Quezon City. As an IT Service Desk Analyst, you will provide first- and second-line process and technical support to internal staff of a company. You will also work with different applications/systems to undertake analysis, diagnosis, and resolution of staff IT problems. Aside from providing support for basic incident resolution and requests reported, you will also oversee Initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.

Responsibilities
  • Act as a single point of contact for phone calls, emails, chats, and self-service tickets from staff regarding IT issues and queries.
  • Receiving, logging, and managing calls from internal staff via telephone, email, chat, voice mail, self-service, etc.
  • 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware.
  • Escalate unresolved calls to the infrastructure support teams
  • Log all calls in the Service Desk ticketing tools such as ServiceNow,
  • Identifying the issue and categorizing/prioritizing the incident and service requests
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress promptly
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
  • Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups, etc.
  • Being compliant with all process and procedures
  • Understand the SLA/SLOs of the accounts and work accordingly to deliver service to customers.
Qualifications
  • ITIL Foundation Certification is preferable but not essential
  • Technical knowledge on troubleshooting Windows/MAC OS and Office applications
  • Excellent Communication in the respective native language (Verbal & Written)
  • Complete at least 2yrs in College (72 units)
  • Excellent telephone manner & organizational skills
  • 5 years previous IT Service Desk and/or Call Centre experience required
  • Have a strong knowledge of Microsoft based operating systems, Microsoft Office applications, and MAC Operating systems
  • Available to work in 24/7 rotational shifts
Job Location
Quezon City, Metro Manila, Philippines
Date posted
January 22, 2021
Valid through
February 28, 2021
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Position: IT Service Desk Analyst

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