Senior Service Desk Analyst (AU Retail, Office-based)

ConnectOS; Mandaluyong; On-site; PHP 502,000 - 725,000; Full time

Benefits offered by this job

Medical, Dental & Life insurance from

Vacation and Sick Leave with quarterly

Competitive salary and annual apprais

Financial Assistance Program

13th Month Pay

Office-based Work Arrangement

Wellness Facilities

Regular Company Events

Metro Manila location: Mega Tower,Mand

Job summary

ConnectOS in Mandaluyong is seeking an experienced Senior IT Service Desk professional to lead a team, provide multi-level support onsite, and coordinate with cross-functional IT teams. The role emphasizes customer service excellence, strong troubleshooting skills, and solid documentation practices.

The position is onsite at Mega Tower, Mandaluyong, working Monday to Friday with a 5-day work week and a focus on incident management, ticket ownership, and collaboration with vendors and remote

Qualifications

• Minimum 3+ years in a service desk or call center.
• Experience leading a IT Service Desk or IT Operations team across multiple locations.
• Excellent customer service and communication skills.
• Strong technical and troubleshooting abilities.
• Ability to document requirements and procedures clearly.
• Ability to work independently and in a team.
• Retail industry knowledge is highly desired.
• ITIL foundations are desirable.
• Exposure to ServiceNow, Salesforce, AD, SharePoint and POS is a plus.
• Able to support networking issues including VPN, cabling, and mobile devices.

Responsibilities

• Provide first and second level support in a Service Desk.
• Troubleshoot PC issues and outages.
• Manage software distribution, image updates, and licensing compliance.
• Own and close tickets, communicating with users and teams.
• Assist with account administration and remote user support.
• Maintain ticket hygiene in the incident management system.
• Support Senior Analyst tasks and document new procedures.
• Collaborate with IT team and vendors.
• Support security threats awareness.

Skills

Service desk experience

Team leadership

Customer service

Troubleshooting

Documentation practices

Independent and collaborative work

Retail industry knowledge

ITIL foundations

Tools

Microsoft Office 365

Exchange

Active Directory

Windows 10

ServiceNow

Salesforce

SharePoint

POS (Point of Sale)

VPN

Cabling & Wireless Support

Job description

Schedule: Monday to Friday (Flexible / Shifting)

Office Location: Mega Tower, Mandaluyong

Work Setup: Onsite (5 days a week)

What are we looking for?

Skills Required

• At least 3+ years' experience in a service desk environment or call centre.
• Demonstrated experience in leading a team of IT Service Desk and/or IT Operational department within a complex multi-location business.
• Excellent customer services skills
• Excellent technical and troubleshooting skills.
• Ability to understand requirements and documentation procedures.
• Ability to work effectively both independently and as part of a team.
• Knowledge of the retail industry highly desired.
• Sound knowledge of supporting Microsoft technologies, including MS Office suite, Exchange, Active Directory, Office 365, and Windows 10. ITIL foundations desirable.
• Exposure to ServiceNow, Salesforce, Active Directory, Share Point and Point of Sales (POS) desirable.
• Ability to support networking issues including cabling and wireless, remote access connectivity (VPN), IP telephony and mobile devices.

What will you do?

• Delivering multi-level support (first and second level) in a Service Desk setting. Handle calls and assignments from end users and colleagues with professionalism and adherence to standard procedures.
• Provide troubleshooting for a variety of issues, from standard PC failures to critical outages.
• Manage distribution of approved software mechanisms. Test and implement desktop image updates and platform patches where applicable. Ensure strict compliance with licensing and maintain accurate inventory records.
• Maintain ownership of Team Member requests and incidents until resolved, ensuring regular communication with the Team Member and coordination with relevant support teams.
• Assist with account administration as needed. Offer advanced support to remote team members, addressing information security threats. Train and support junior staff in updated administration procedures where applicable.
• Ensure ticket hygiene is maintained, incidents and requests in the incident management system, adhering to all quality documentation requirements.
• Take on the role of Snr Analyst in supporting application issue resolution and organisational tasks as needed.
• Ensure all relevant processes are documented and current. Develop and train others on new procedures for emerging applications or platforms where applicable.
• Other duties as assigned.

Teamwork And Relationships

• Work with other IT team members to achieve the common goals of the team.
• Establish and maintain strong working relationships with other team members.
• Work closely with third party vendors and support personnel
• Attend to scheduled meetings, training sessions and group activities.
• Foster good communication with your workplace colleagues
• Promote collaborative teamwork while demonstrating a positive can-do attitude.
• Bolster IT's reputation by building relationships with our customers and increasing their confidence and trust in us.
• Work and liaise with people from a diverse range of multicultural backgrounds.

General Responsibilities

• Act in accordance with all policies and procedures
• Take all reasonable care for their own and others safety and wellbeing while at work.

Join the awesome team and enjoy these benefits & perks:

• Office-based Work Arrangement
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

#ConnectOSCareers #JoinConnectOS #ConnectOSTech

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.