IT Service Desk Analyst | Onsite | Nightshift / Shifting (Project Based)

ATOS Information Technology Inc.; Taguig; On-site; PHP 279,000 - 502,000; Full time

Job summary

ATOS Information Technology Inc. is seeking a Night Shift Help Desk/Technical Support professional in Taguig. The role requires excellent English communication, a Bachelor's degree, and 6–12 months of help desk experience. Strong problem-solving and teamwork are essential.

The candidate will troubleshoot hardware, software, and network issues via phone, coordinate with technical resources, and provide timely resolution. Night shifts may apply.

Qualifications

• Excellent English communication skills.
• Bachelor's/College Degree in any field.
• 6–12 months of Service Desk/Helpdesk/Technical Support experience.
• Strong team player.
• Demonstrated strong problem-solving skills.
• ITIL certification is an advantage.

Responsibilities

• Troubleshoots hardware, software, and network problems via phone and coordinates resources to resolve.
• Applies understanding of information systems products and services to assist users.
• Identifies and researches user questions and problems and resolves information systems issues.
• Coordinates referrals to appropriate technical, professional, or service personnel.
• Receives and prioritizes issues and forwards them using escalation procedures.
• Provides functional or task leadership.
• Coordinates special projects and system upgrades.
• Briefs customers/management on resolution status.
• Serves as a technical advisor to users with complex system issues.
• Recommends system or process improvements and enhanced documentation.
• May provide guidance to less experienced staff.
• Oversees quick-response team and interfaces with clients to troubleshoot complex issues.
• Works under limited supervision to provide prompt Help Desk service.
• Performs other duties as assigned.

Skills

Excellent English communication

Strong team player

Strong problem-solving skills

Education

Bachelor's/College Degree in any field

ITIL certification (advantage)

Job description

Location: McKinley, Taguig

Shift Schedule: Night Shift / 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 - 1 year 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.