Service Desk Engineer

OSI Digital; Makati; On-site; PHP 300,000 - 540,000; Full time

Job summary

OSI Digital is looking for service desk engineers having technical and operational skills in service desk management to support systems, operational excellence while focusing on business user experience.

This position will have an opportunity to grow to the next level as Lead / ServiceDesk Manager or IT Operations manager based on your experience, skillset, and performance.

Qualifications

• 2+ years of experience in handling end user calls, incidents/service requests, and application break/fix.
• Excellent verbal and written communication with email etiquette and customer service skills.
• Experience in AWS, Citrix VDI, AD, O365, VPN, MFA, OneDrive, and user device management.

Responsibilities

• Address incidents and service requests reported by business users in a 24/7 environment.
• Provide L1/L2 technical guidance for identification, prioritization, and resolution of problems via phone, RDP, TeamViewer, MS Teams, and other tools.
• Create/update end-user guides, ServiceDesk KBs, and SOPs.

Skills

Communication skills

End-user support

Tools

AWS

Citrix VDI

AD

O365

VPN

MFA

OneDrive

User device management

Authentication issues

RDP tools

ITSM/JIRA/SNOW

Job description

OSI Digital is looking for service desk engineers having technical and operational skills in service desk management to support systems, operational excellence while focusing on business user experience.

This position will have an opportunity to grow to the next level as Lead / ServiceDesk Manager or IT Operations manager based on your experience, skillset, and performance.

Responsibilities:

1. Being part of the team to address Incidents and Service Requests reported by business users of 24/7 - 365 Days work environment.

2. Provide L1 and L2 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, RDP, TeamViewer, MS Teams, and other tools.

3. Create/ update end user guides, ServiceDesk KB’s, and SOPs.

4. Making recommendations to optimize IT performance and to prevent future problems.

5. Generate status reports/consolidated IM reports to the ServiceDesk Manager

6. Ability to notify and esc the issues based on the Severity.

Required Skills:

1. Excellent verbal and written communication skills with email etiquette and customer service skills.

2. 2+ years of experience in handling end user calls, Incidents/service requests, application Break/ fix.

3. Experience in AWS\Citrix VDI, AD, O365, VPN, OneDrive, MFA, User device management & authentication issues.

4. Working experience on latest RDP tools (TV, LogMeIn, Bomgar) Ticketing tools (ITSM, SNOW, JIRA)

5. Preferable - ITIL best practices around ServiceDesk, Incident & Request Management procedures.

6. Ability to notify and esc the issues based on the Severity.