Service Desk Analyst – Frontline IT Support

The Firm of Global Citizens®

Manila

On-site

PHP 279,000 - 502,000

Full time

14 days+

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Job summary

Henley & Partners in Manila is seeking a Service Desk Analyst to provide first line support to users across Henley & Partners Group. You will respond to calls, emails and tickets, diagnose issues, and follow company guidelines to resolve them.

Requirements include 1 year in a similar IT role, knowledge of Windows (server and desktop), experience with ticketing and knowledge-base systems, and strong English communication. On-call rotations and shifts are required.

Qualifications

Minimum 1 year experience in a similar IT support role.
Experience with Microsoft Windows (server and desktop).
Experience with ticketing and knowledge base systems.
Excellent English communication.
Willing to work on on-call rotation and shifts.
Ability to work in a fast-paced environment.

Responsibilities

Responsible for answering users' calls, emails and tickets.
Provide technical support and troubleshooting using the company guidelines, procedures and methodology.
Accept, manage and update events, incidents and service requests to ensure Service Level Agreements are met, managing the Service Desk queue efficiently.
Take ownership and responsibility of issues from start through to a successful resolution.
Ensure the escalation of events, incidents and service requests, as well as service disruption to other teams or third-party contractors as and when necessary and facilitate any issues to the point of resolution.
Assist in deployments and testing, providing meaningful feedback and physical intervention as and when necessary.