Service Desk Analyst I

Healthtech Inc; Philippines; On-site; PHP 279,000 - 446,000; Full time

Job summary

Healthtech Inc. is seeking an IT Service Desk Agent to provide level 1 support for end users via calls, chats, and emails.

You will diagnose basic issues, document incidents, and escalate when needed, while maintaining professional communication and service quality. Candidates should have 1+ year IT service desk experience, knowledge of Windows 10, Office apps, VPN, Citrix, and MDM, with ITIL training being a plus.

Qualifications

• 1+ year of IT Service Desk or IT Support experience.
• Knowledge of Windows 10, VPN, O365, AD and MDM.
• ITIL training or experience preferred.
• Proficient in English; Spanish is a plus.
• HIPAA familiarity or client notification policies.

Responsibilities

• Provide level 1 IT support via calls, chats, and emails.
• Diagnose basic issues and document for escalation.
• Serve as first point of contact for end users.
• Troubleshoot remotely and guide users through steps.
• Document incidents in ticketing system and escalate as needed.
• Maintain knowledge of help desk procedures.

Skills

Customer service

Communication skills

Problem solving

Teamwork

Attention to detail

Independent work

Education

ITIL training

Industry certifications

Tools

Windows 10

Microsoft Office

VPN

Citrix

MDM

O365

AD

Job description

IT SERVICE DESK AGENT IThe 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 escalate 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 requestedSkills 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