Service Desk Analyst

Unisys; Mandaluyong; On-site; PHP 201,000 - 335,000; Full time

Job summary

Unisys in Mandaluyong is seeking a dedicated Help Desk professional to provide first-line post-sales telephone technical support for hardware, systems, sub-systems and applications. This on-site role follows a shifting schedule to cover business hours.

You will diagnose basic problems, document procedures for the knowledge base, and escalate complex issues as needed. Knowledge of Active Directory and ServiceNow is a plus, with 2 years of TSR/Service Desk experience preferred.

Qualifications

• Provide first-line post-sales telephone technical support for hardware, systems and applications.
• Diagnose and resolve basic issues, documenting steps and solutions for the KB.
• Escalate complex problems to higher support levels as needed.

Responsibilities

• Accept incoming support requests and register incidents in the ticketing system.
• Identify, reproduce and troubleshoot issues with customers on-site.
• Collaborate with teams to publish revised procedures to the Knowledgebase.

Skills

Post-sales support

Telephone support

Technical support

Tools

Active Directory

ServiceNow

Job description

Location: Mandaluyong (near MRT Shaw station or WCC)

Work Arrangement: Fully On-Site and Shifting schedule

Job Description

• Responsible for providing the first line of post-sales telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees.
• Typically provides technical support to external customers.
• Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Discover and document process and procedures, which needs to be published to the team or on the Knowledgebase.
• Escalates complex problems to higher level of expertise within organization.

Good to Have

• 2yrs of relative experience TSR/ Service Desk / Help Desk.
• Knowledge of Active Directory and ServiceNow is a plus