Service Desk Analyst

Microgenesis Business Systems; Mandaluyong; On-site; PHP 223,423 - 267,616; Full time

Benefits offered by this job

Additional leave

Company Christmas gift

Health insurance

Life insurance

Job summary

A leading IT services company in Mandaluyong is looking for a Service Desk Analyst to provide first-line support to clients 24/7. The role requires a Bachelor's degree and substantial experience in IT Service Desk support. Candidates should possess excellent communication skills and technical proficiency with software and hardware components. The position offers a full-time schedule, rotational shifts, and various company benefits including health insurance and additional leave.

Qualifications

• 1+ year of experience as a Service Desk Analyst preferred.
• Knowledge of ITIL and Service Level Agreements.
• At least 2 years in IT Service Desk Support.
• Proficient in hardware and software components.
• Knowledge in computer networking.

Responsibilities

• Act as a single point of contact for clients 24/7.
• Provide first-line support and allocate unresolved issues.
• Walk customers through problem-solving processes.
• Coordinate with clients to ensure issue resolution.
• Optimize improvements through skills development.

Skills

Customer-oriented

Excellent communication skills

Technical skills in IT support

Time management

Dependable and adaptable

Education

Bachelor's degree

Tools

MS Office 365

Job description

Responsibilities

• Act as the single point of contact to support internal and external clients 24/7.
• Provide first-line investigation, diagnosis, and resolution and promptly allocate unresolved issues.
• Walk the customer through the problem-solving process.
• Closely coordinate with clients to ensure issues have been resolved.
• Updating knowledge bases with details of common problems.
• Optimize improvements through skills development and knowledge sharing.
• Perform remote assistance through diagnostic techniques.
• If there\'s a need to Change Requests, act systematically to avoid service disruptions in accordance with SLA.
• Take ownership of user problems and follow up on the status on behalf of the user to communicate the progress promptly.
• Job Type: Full-time
• Pay: From Php22,000.00 per month
• Benefits:
• Additional leave
• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Schedule:
• Rotational shift
• Shift system
• Supplemental Pay:
• 13th-month salary
• Application Question(s):
• Are you willing to be assigned to different areas from time to time?
• Are you willing to work on a shift schedule?

Qualifications

• Education: Bachelor\'s (Preferred)
• Experience: Service Desk Analyst: 1 year (Preferred)
• An understanding of ITIL and Service Level Agreements.
• ITIL v4 but not required
• At least 2 years of substantial experience in IT Service Desk Support.
• Proficient in hardware and software components and MS Office 365.
• Customer-oriented with excellent communication skills.
• Should have excellent technical and computer skills.
• Must be dependable and able to adapt to changing situations.
• Should know how to manage time and able to set priorities when handling multiple tickets.
• Knowledgeable in computer networking.
• Soft Skills: Dedicated and passionate; Sense of urgency; Initiative/proactive; Flexible; Self-confident; Can work under pressure; Organized and detail-oriented; Dependable/reliable; Team player

Benefits

• Additional leave
• Company Christmas gift
• Company events
• Health insurance
• Life insurance