Service Desk Analyst - Level II

archgroup; Manila; On-site; PHP 279,000 - 391,000; Full time

Job summary

Arch Global Services (Philippines) Inc. is seeking a proactive Service Desk Analyst to provide end-user IT support during night shifts, log and track incidents, and resolve basic to moderate problems.

You will work closely with Helpdesk, Desktop Technology, and ATS teams to maintain service quality. Strong knowledge of MS Office, Exchange/Outlook, AD, and Windows, plus a customer-focused mindset and good documentation skills, are essential.

Qualifications

• BS in IT or related field is required or preferred.
• Excellent customer service and communication skills are essential.
• Experience with IT support tools and documentation is advantageous.

Responsibilities

• 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

Skills

Customer service

Analytical skills

Communication skills

Documentation skills

Independent and teamwork

Education

BS in IT or related field

Tools

MS Office

Office365

Microsoft Exchange and Outlook

Microsoft Windows 7/10

Active Directory

Hardware Troubleshooting

Basic Network Troubleshooting

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 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
• 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.