1st Line IT Support Analyst - Helpdesk & Scheduling

Atos SE; Taguig; On-site; PHP 360,000 - 420,000; Full time

Job summary

Atos SE is seeking a 1st Line Support Analyst based in the Philippines. The role involves handling IT issues via voice, email and chat, recording details for escalation, and providing basic support for MS Office, Citrix, VPN and hardware.

The ideal candidate has IT-related education and some service desk exposure. The position requires an amenable attitude to working in-office 5 days a week, with shifting schedules.

Qualifications

• Must be a graduate of any IT related course.
• Very good communication via voice, email and chat.
• Experience with scheduling systems (Tidal, Maestro, Control-M) is a plus.
• Service Desk experience preferred.

Responsibilities

• Handle calls from internal staff via telephone, email, and chat regarding IT issues and questions.
• Gather and record all relevant issue details for escalation to second level support.
• Communicate progress in a timely manner and manage frustrated callers calmly.
• Provide basic assistance with MS Office applications (Word, Excel, Outlook, PowerPoint).
• Provide basic assistance on Citrix sessions, VPN connectivity, and hardware issues.
• Run scheduled and requested jobs on all systems to meet service level commitments.
• Modify/ administer the Enterprise Scheduling System as required.
• Create knowledgebase articles when new information is learned.

Skills

Communication skills

Customer service

Education

IT-related degree

Tools

MS Office

Citrix

VPN

MoveIt

FileZilla

Tidal

Maestro

Control-M

Job description

Atos SE is seeking a 1st Line Support Analyst based in the Philippines. The role involves handling IT issues via voice, email and chat, recording details for escalation, and providing basic support for MS Office, Citrix, VPN and hardware.

The ideal candidate has IT-related education and some service desk exposure. The position requires an amenable attitude to working in-office 5 days a week, with shifting schedules.