ANALYST - Deskside

eClerx LLC; Muntinlupa; On-site; PHP 300,000 - 600,000; Full time

Job summary

eClerx LLC in the Philippines seeks an Analyst to troubleshoot technology problems and coordinate with concerned teams. The role emphasizes delivering timely incident updates, creating RCA/ICA documentation, and ensuring SLA adherence.

A foundation in IT, good communication, and problem-solving skills are essential. Candidates with 1 year of computer systems experience and familiarity with Microsoft products excel in this environment.

Qualifications

• Bachelor's degree in IT or related field.
• At least 1 year of computer systems experience.
• Strong interpersonal and communication skills.
• Ability to work under pressure and meet deadlines.
• Call Center/BPO/SI/Provider work experience preferred.

Responsibilities

• Troubleshoot technology problems with cross-team coordination.
• Provide regular updates to the team, management, and client.
• Ensure incident reports and RCA are released within SLA.
• Document RCA/ICA and follow through to closure.
• Review and update infrastructure documentation and security guidelines.
• Coordinate with other teams to fulfill tasks.
• Generate, analyze and release reports.

Skills

Interpersonal skills

Communications skills

Analytical thinking

Team management

Documentation skills

Under pressure

Education

Bachelor's degree or IT-related

Tools

Microsoft Office

DNS/NTP/FTP basics

Job description

TITLE: Analyst - Technology Services
RANK: Analyst
Reporting to: Process Manager - Technology Services

• Responsible for ensuring to work with concerned teams in troubleshooting of technology problems.


• Ensures that proper troubleshooting techniques, protocols and tools are used in coming up with recommendations and solutions


• Ensures that technical recommendations are properly thought of/analyzed and based on hard facts.


• Provides regular updates on the troubleshooting to the team, management, and client.


• Ensures that incident report and RCA is released within SLA post the troubleshooting work and liaise with concerned groups for the resolution.


• Responsible for the documentation of RCA/ICA and follow through on pending deliverables till closure.


• Responsible for the routine checking of the operational condition of the accounts and ensures potential issues are reported for immediate attention/resolution.


• Responsible in responding to incident/problem tickets as per SLA.


• Responsible for documenting work turnover and cascading the same to the team.


• Conducts daily floor walk and account issue tracking.


• Responsible for ensuring timely updates are done on documentation that includes but not limited to inventory, process, procedures, and operations-related documents.


• Responsible for the regular review and updating of the documentation.


• Responsible for ensuring that information security guidelines and policies are followed and implemented.


• Responsible for the implementation of changes to ensure compliance of the infrastructure to the Information security guidelines and policies.


• Responsible for ensuring timely completion of assigned tasks.


• Responsible for ensuring proper documentation and timely updates for assigned tasks.


• Responsible for the coordination with other teams in fulfilling the assigned tasks.


• Responsible for the regular generation, analysis and releasing of reports.


• Responsible for the initial review, gap analysis and providing action plan to management

• Knowledge of Microsoft products & solutions is preferred


• Conceptual knowledge of IP networks and core IP applications (DNS, NTP, FTP, etc.) and telecommunications, and their interplay in an ITcomputing environment


• At least 1 year of computer system experience


• Must have effective interpersonal and communications skills.


• Ability to work well under pressure, multi-task and meet demanding deadlines.


• Good Documentation skills


• Candidate must possess at least a Bachelor's/College Degree or ITrelated course.


• Analytical and team management skills are a must.


• Should exhibit strong interpersonal and communication skills.


• Call Center / BPO / SI / Provider work experience is highly preferred.


• Filipino citizens or hold relevant residence status.


• Required language(s): English, Filipino.