Service Desk Analyst – Level 2

Aurecon Group; Manila; Hybrid; PHP 300,000 - 500,000; Full time

Job summary

Aurecon Group is seeking a Level 2 IT support specialist in Manila to resolve second-level operational issues, monitor activities, and assist with planning technical tasks. You will maintain incident records, participate in process improvements, and ensure top-notch customer service while collaborating across teams.

The role requires a Bachelor's degree in IT/CS/Engineering and 3+ years in commercial IT support, including experience with major incidents and outages.

Qualifications

• 3+ years of commercial IT experience with Level 2 desktop support in a customer-facing environment.
• Experience handling major incidents and outages.
• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.

Responsibilities

• Resolve second level operational issues to a high standard and within service level targets.
• Undertake monitoring activities and complete routine administrative tasks.
• Assist with planning, preparation, and implementation of technical activities.
• Maintain accurate resolution history and incident information in Aurecon systems.
• Participate in continuous improvement and contribute to technical/process documents.
• Deliver outstanding customer service and proactive case ownership.

Skills

Desktop support

Incident management

Customer service

Communication

Problem solving

Education

Bachelor's degree in Information Technology

Tools

CMS

Remote Desktop Engr

Job description

Just imagine your future with us… At Aurecon we see the future through a very different lens. Do you? Innovation, eminence and digital are at the heart of everything we do. Are you excited about the future? Are you driven by the opportunity to work on some of the most challenging and complex projects around the world and to learn from the best? We are. Diversity is at the core of everything we do. We work together to create a culture based on respect, trust and inclusiveness. Our differences are what fuel our creativity. We embrace flexible working and are always open to discussing your individual needs so that you get to create your own experience with us.

What will you do?

• Resolve second level operational issues to a high standard and within service level targets.
• Undertake monitoring activities and ensure routine administrative tasks are completed and issues are escalated as required.
• Assist with planning, preparation, and implementation of technical activities.
• Maintain accurate resolution history and incident information within Aurecon systems.
• Participate in continuous improvement and contribute to the development of technical and process documents.
• Perform operational and project activities within Aurecon ITIL based service management guidelines and Aurecon security policies and standards.
• Proactively participate in assigned roles (such as incident, problem, change, release, configuration), encouraging and representing the team to management and external stakeholders as required.
• Deliver outstanding customer service, bringing enthusiasm and collaborative work ethic
• Taking ownership of cases and managing them to resolution effectively and proactively, in line with service level targets.
• Including working and collaborating with other business support teams.
• You will escal and liaise with senior technical staff where required
• Respond to customers' technical issues in a timely manner via telephone, e-mail and other appropriate means
• Acquire and maintain a comprehensive knowledge of industry standards
• Resolving complex, technical faults that are both hardware and software related or providing correct diagnosis and warm transfer to Level 3 service providers
• Responding to critical and major incidents as escalated, according to established procedures
• Maintaining accurate and comprehensive log entries of faults (and notes), with resolution and contact details
• Taking the journey with business to work smarter and going through disruptions utilising available technologies within Aurecon, becoming a future-ready team
• Being an agent for beneficial change by aligning with the IT vision of the future
• Role modelling desired and constructive behaviours in line with Aurecon values
• Implements stakeholder engagement/ communications plans, e.g. handling of complaints, problems, and issues, managing resolutions, corrective actions & lessons learned, and collection & dissemination of relevant information
• Strong interpersonal skills with an ability to work both independently and as a team
• You communicate effectively in both oral and written form with clients and end-users.
• This can include support to the senior leadership team.

What can you bring to the team?

• 3+ years of experience in commercial Information Technology, including providing Level 2 desktop support in a customer-facing environment, with a proven ability to guide end-users in effectively utilizing workplace technologies and best practices.
• Experience handling major incidents and business-critical outages.
• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field
• Experience working in a Tech Assist Lounge, Remote Desktop Engr with customer service experience is highly desirable
• Experience in a managed services environment
• Experience using Call Management Software (CMS) is an advantage
• Experience supporting Windows OS, hardware, software, MS Office 365-latest applications (OneDrive, OneNote, MS Teams, Etc.), Network, and printer
• Excellent knowledge of modern IT workplace and mobile technologies, e.g. MS Windows, VMware, LANs, MFDs, smartphones and tablet devices, Office 365, and Outlook.
• Experience supporting mobile devices (iOS, Android)
• Experience in PC Hardware configuration
• Experience supporting AutoCAD & specialist engineering applications desirable
• Practical understanding of the ITIL service delivery framework.
• Well-developed has written, verbal and collaboration skills, with the ability to adapt to a constantly changing environment.

About us

Aurecon is an advisory and engineering company, but not as you know it! For a start, our clients' ideas drive what we do. Drawing on our deep pool of expertise, we co-create innovative solutions with our clients to some of the world's most complex challenges. And through a range of unique creative processes and skills, we work to re-imagine, shape and design a better future. We listen deeply and intently, which helps us see opportunities, possibilities and potential that others can't.

Want to know more? You can learn more about what it's like to work at Aurecon by visiting the careers section of our website.

Our purpose is bringing ideas to life. Learn more about us on our website.