First-Line IT Support Analyst - Fast-Paced Global Role

ATOS Information Technology Inc.; Pateros; On-site; PHP 268,000 - 402,000; Full time

Job summary

ATOS Information Technology Inc. is seeking a 1st Line Support Analyst to handle IT issues from staff, operate in a shifting office schedule, and ensure timely issue resolution. The role includes basic support for MS Office, Citrix, VPN, and scheduling systems to meet service levels.

Ideal candidates have IT-related degrees and at least 1 year of Service Desk experience. You will work in a busy environment with KPI-driven performance and continuous knowledge base improvements.

Qualifications

• Must be a graduate of any IT related course.
• Preferably 1 year of Service Desk experience.

Responsibilities

• Manage calls from internal staff via telephone, email, chat regarding IT issues and adhere to standard KPIs.
• Gather and record all relevant issue details to submit for second level support when needed.
• Very good communication skill (Voice, email and chat).
• Communicate progress in a timely manner and manage frustrated callers with calm demeanor.
• Provide basic assistance in MS Office applications (Word, Excel, Outlook, PowerPoint).
• Provide basic assistance on Citrix session, VPN connectivity and hardware related issues.
• MoveIT Admin experience is a plus.
• Run scheduled and requested jobs on all systems to meet Service level commitment.
• Modify / Administer the Enterprise Scheduling System as required.
• Create knowledgebase articles when new information is learned.

Skills

Strong communication

MS Office basics

Citrix VPN basics

Scheduling tools

FTP/SFTP basics

MoveIT admin

Education

IT-related degree

Tools

MoveIT

Tidal

Maestro

Control-M

FileZilla

Citrix

Job description

ATOS Information Technology Inc. is seeking a 1st Line Support Analyst to handle IT issues from staff, operate in a shifting office schedule, and ensure timely issue resolution. The role includes basic support for MS Office, Citrix, VPN, and scheduling systems to meet service levels.

Ideal candidates have IT-related degrees and at least 1 year of Service Desk experience. You will work in a busy environment with KPI-driven performance and continuous knowledge base improvements.