Service Desk Analyst I

Nordic Global; Metro Manila; Presencial; PHP 260.000 - 420.000; Tempo integral

Resumo da vaga

Nordic Global is seeking an IT Service Desk Analyst who will provide level 1 support to employees and handle calls, chats, and emails. You will diagnose, resolve, or escalate IT issues while documenting actions in the ticketing system.

The role requires strong English communication, customer service focus, and the ability to work independently or in a team. Prior ITIL training and certifications boost candidacy.

Qualificações

• 1+ years of IT Service Desk or IT Support experience.
• Experience with Windows 10, Office 365, VPN, AD and MDM.
• ITIL training or experience is a plus.
• Certifications such as CompTIA A+, Microsoft, or HDI are preferred.
• Strong English skills; Spanish is a plus.

Responsabilidades

• Provide day-to-day IT support to employees for hardware and software.
• Respond to and diagnose problems, escalate as needed.
• Document issues and resolutions in ticketing systems.
• Remote troubleshooting and using diagnostic techniques.
• Act as first point of contact for end users seeking IT assistance.

Conhecimentos

Customer service

Communication skills

English proficiency

Quick learner

Typing skills

Problem solving

Ferramentas

Windows 10

Office 365

Active Directory

VPN

Mobile Device Management

Descrição da vaga

Make a difference. Be happy. Grow your career.

Responsible for providing day-to-day technical support to employees for a range of hardware and software related systems. Responds to and diagnoses problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation. Provides effective and timely resolution of users’ problems, queries or complaints. Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.

Level: An Entry Professional (P1) applies broad theoretical job knowledge typically obtained through advanced education. Responsibilities typically include:

• Work is closely supervised.
• Problems faced are not typically difficult or complex.
• Explains facts, policies and practices related to job area.

Typical Title: IT Support Analyst, IT Helpdesk Analyst, IT Service Desk Analyst

The IT Service Desk Agent provides level 1 support to organizations by answering calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team.

Key Responsibilities

• Providing a high level of professionalism and customer service
• Serving as first point of contact for end users seeking IT assistance
• Supporting various technology and software such as Windows 10, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity, Citrix, and Mobile Device Management
• Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs
• Performing remote troubleshooting through technical diagnostic techniques, remote software, and pertinent questions
• Taking end user calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed
• Walk end user through IT problem solving or workflow process
• Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)
• Identifying and elevate high-priority IT issues appropriately
• Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues
• Directing unresolved issues to the next level IT personnel
• Maintaining and expanding knowledge of help desk procedures and services
• Adhering to policies and procedures such as HIPAA and client notification expectations
• Attending and participating in team meetings
• Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested

Skills And Experience

• Excellent customer service and communication skills, written and verbal
• 1+ years of IT Service Desk or IT Support experience required
• General knowledge and/or experience in computer systems/software such as network connectivity, VPN connectivity, O365, AD, and Mobile Device Management
• ITIL training and/or experience desired
• Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) preferred
• Proficient in English to support our clients’ needs. Spanish is a plus
• Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills
• Ability to apply problem solving skills across repetitive tasks
• Ability to work nights and weekends, depending on assigned shift
• Strong attention to detail and ability to organize
• Must be able to work independently, as well as within a team environment
• Must demonstrate and embody Nordic’s maxims

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.