Service Desk Analyst - Level II

McNeil & Co.; Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Arch Global Services (Philippines) Inc. is seeking a Night Shift Service Desk Analyst to provide end-user IT support and create documentation for recurring tasks.

You will diagnose, troubleshoot and resolve basic to moderate IT problems and act as the single point of contact for IT support. You will log, track, and resolve incidents, restore services within SLA targets, and assist with ad hoc projects and backups for the team.

Qualifications

• Proficient in MS Office applications.
• Experience with Exchange/Outlook and Office 365.
• Familiarity with Windows 7/10 environments.
• Active Directory administration basics.
• Troubleshooting hardware issues.
• Basic network troubleshooting.
• Experience with SCCM/Intune is a plus.

Responsibilities

• Provide end-user IT support and document recurring tasks.
• Act as SPOC for IT support and manage incidents within SLA targets.
• Log, track, and resolve IT incidents and service requests.
• Night shift role, support with team in Arch Global Services (Philippines) Inc.
• Assist with ad hoc projects and backups for the support team.
• Deliver professional, customer-focused service and maintain confidentiality.

Skills

MS Office

Office365/Microsoft Exchange

Windows OS

Active Directory

Hardware Troubleshooting

Network Troubleshooting

Education

BS in IT or related field

Tools

SCCM/Intune

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 maintain security standards. Drive continuous service improvement. Assist with Ad Hoc projects and backup support for the support team.

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

Required Skills/Experience

• MS Office (Word, Excel, PowerPoint, Access)
• Office365 Microsoft Exchange and Outlook
• Microsoft Windows 7/Windows 10
• Active Directory
• Hardware Troubleshooting
• Basic Network Troubleshooting
• SCCM/Intune

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. 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. Attention Job Seekers: Arch Capital Group Ltd. (Arch) and its affiliates take your interest in working here very seriously. Please be vigilant to fraudulent activity if you receive a communication or email asking you to submit any personal information. Do not send money or pass any details to someone suggesting they can provide employment with Arch. You should only enter your information into our official career portal. Please know the following about our interviewing and hiring practices. We never make job offers without a formal, in person, interview process. We never ask you to send money of any kind.