Service Desk Analyst - Level I (Bench)

McNeil & Co.; Manila; On-site; PHP 240,000 - 360,000; Full time

Job summary

Arch Capital Group Ltd. in Manila seeks a Service Desk Analyst to deliver nightly end-user support, diagnose issues, and document recurring tasks. You will act as SPOC for IT support, log incidents, and restore services within SLA targets while maintaining security standards.

The role requires strong customer service, familiarity with Windows environments, Office 365, and virtualized technologies. You will collaborate with Helpdesk, Desktop Technology, and ATS teams on projects and process

Qualifications

• BS in IT or related field.
• Experience in end-user support and incident management.
• Knowledge of MS Office and Office 365.
• Familiarity with IT terminology.

Responsibilities

• Provide end-user IT support and document recurring tasks.
• Log, track, and resolve incidents within SLA targets.
• Assist with setup of user accounts and ad hoc IT projects.

Skills

Customer service

Virtual Machines

Citrix

Windows 7/10 knowledge

Analytical skills

Documentation skills

Education

BS in IT or related field

Tools

Virtual Machines

Citrix

Job description

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.

The Service Desk Analyst provides end-user support in creating documentation for recurring tasks as well as assisting the team in setting up user accounts. This person diagnoses, troubleshoots and resolves basic and moderate technical problems. This person operates under defined processes and procedures and makes decisions regarding short-term priorities and work activities requiring interpretation of guidelines, policies and procedures. The Support Analyst will work closely with our Helpdesk, Desktop Technology, and ATS teams in supporting users in general IT problems.

This is a Night Shift role. Act as the single point of contact (SPOC) for IT support. Log, track, and resolve incidents and service requests. Restore service as quickly as possible within SLA targets. Deliver professional, customer-focused support. Protect confidential information and maintaining security standards. Drive continuous service improvement. Assist with Ad Hoc projects and backup support for the support team.

Required Skills/Experience

• MS Office (Word, Excel, PowerPoint, Access)
• Office365
• Microsoft Exchange and Outlook
• Microsoft Windows 7/Windows 10

Desired Skills/Experience

• Excellent Customer Service Skills
• Experience with Virtual Machines and Citrix
• Knowledgeable in Windows7/10
• Strong analytical skills, spreadsheet skills, and business problem solving skills
• Excellent verbal and written communication skills, organizational skills, detail-oriented, and efficient documentation skills
• Basic understanding of IT and insurance terminology preferred
• Ability to work well independently and as part of a team

Education

• BS in IT or any related field

Do you like solving complex business problems, working with talented colleagues and have an innovative mindset? Arch may be a great fit for you.

Arch Capital Group Ltd. is a Bermuda-based specialty insurer that provides insurance, reinsurance and mortgage insurance on a worldwide basis. With a 20+-year track record of delivering results and a coveted position on the S&P 500 index, Arch is a great place to grow your career.