IT Service Desk Analyst | Hybrid | Start ASAP

ATOS Information Technology Inc.; Metro Manila; On-site; PHP 200,000 - 320,000; Full time

Job summary

ATOS Information Technology Inc. is seeking a Help Desk / Technical Support professional in Taguig, Philippines. The role requires excellent English communication, a Bachelor's degree, and 6 months of service desk experience.

You will resolve hardware, software, and network issues via phone and coordinate with technical teams to ensure timely resolution. Strong teamwork and problem-solving abilities are essential.

Qualifications

• Bachelor's/College Degree in any field.
• At least 6 months of Service Desk, Helpdesk, or Technical Support experience.
• ITIL certification is an advantage.

Responsibilities

• Troubleshoots hardware, software, and network problems via phone; coordinates resources for resolution.
• Assists users with information systems products and services.
• Identifies and resolves user questions and problems; researches issues.
• Coordinates referrals to appropriate technical or service personnel.
• Receives and prioritizes issues; escalates when needed.
• Provides functional or task leadership.
• Coordinates system upgrades and special projects.
• Briefs customers/management on resolution status.
• Acts as technical advisor for complex issues; confers with specialists.
• Recommends system/process improvements and documentation.
• Provides guidance to junior staff as needed.
• Interfaces with clients to troubleshoot and diagnose complex issues; engages resources to resolve them.
• Works under limited supervision to deliver prompt, professional Help Desk service.
• Performs other duties as assigned.

Skills

Excellent English communication

Strong team player

Strong problem-solving

Education

Bachelor's/College Degree in any field

ITIL certification (advantage)

Job description

Location: McKinley, Taguig

Shift Schedule: Shifting schedule

Job Qualifications:

• Candidate must have excellent English communication skills.

• Candidate must have a Bachelor's/College Degree in any field.

• At least 6 months of Service Desk, Helpdesk, Technical Support experience is required.

• Strong team player

• Must be able to demonstrate strong problem-solving skills

• ITIL certification is an advantage

Job Responsibilities:

• Troubleshoots hardware, software, and network operating problems via phone and involves technical resources to ensure resolution.

• Applies understanding and knowledge of information systems products and services to assist users.

• Identifies, investigates, and researches user questions and problems, as well as isolates and resolves information systems issues.

• Coordinates referrals to appropriate technical, professional, or service personnel.

• Receives and prioritizes issues and forwards them using appropriate escalation procedures.

• Provides functional or task leadership.

• Coordinates special projects and system upgrades.

• Briefs customers and/or management on the status of resolution efforts.

• Serves as a technical advisor to users with complex system issues by resolving them or conferring with technical personnel.

• Recommends system or process improvements, including procedures, training, and enhanced documentation.

• May provide occasional functional and technical guidance to less experienced staff.

• Oversees and coordinates with the quick-response customer support team and interfaces with clients (over the phone or other support channels) to troubleshoot, analyze, and diagnose complex issues, engaging appropriate technical resources to resolve them.

• Works under limited supervision to provide prompt and professional Help Desk service through the quick processing and prioritization of a variety of problems.

• Performs other duties as assigned.