Service Desk Analyst - Level I (Bench)

Arch Global Services Philippines; Manila; Presencial; PHP 240.000 - 360.000; Jornada completa

Descripción de la vacante

Arch Global Services Philippines is seeking a Night Shift Service Desk Analyst to provide end-user IT support, create documentation for recurring tasks, and assist in setting up user accounts.

You will diagnose and resolve basic to moderate technical issues, log incidents, restore service within SLA, and work with Helpdesk, Desktop Technology, and ATS teams to deliver professional, customer-focused support.

Formación

• BS in IT or related field required.
• Experience in IT helpdesk or end-user support preferred.
• Night shift availability required.

Responsabilidades

• 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 IT support.
• Protect confidential information and maintain security standards.
• Drive continuous service improvement.
• Assist with ad hoc projects and backup support for the team.

Conocimientos

Customer service

Analytical skills

Documentation skills

Verbal and written communication

Educación

BS in IT or related field

Herramientas

MS Office

Office365

Microsoft Exchange/Outlook

Windows 7/10

Descripción del empleo

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

10400 Arch Global Services (Philippines) Inc.