Desktop Support analyst 1ASURION

Desktop Support Analysts 1 provide technical support to local and remote users via telephone, email, interaction &/or with remote access resources on a daily basis, relying on experience and established procedures to analyze and resolve technical support incidents and problems.Key Accountabilities:
Serve as the "go to" hands on IT resource for a respective site
Configure, deploy, maintain and troubleshoot desktops, laptops, printers, ip phones, mobile devices, and telecommunications devices including accessories related to end user equipment
Provide timely and accurate support to end users and other IT teams
Adhere to End Users Services and Company defined policies and procedures
Perform field support functions associated with internal and external customer-based needs
Work with ServiceNow application to manage ticket queues
Trusted to use the following tools to support desktop, laptop, and software management
Asset Management
Software Delivery
Remote Control
Active Directory
Provide assistance and or information if needed to Asurion Technical Operations Center (ATOC) during critical incidents onsite
Administer local hardware inventory using ITAM tool
Provides after-hours on-call support when needed
Work as an extended resource to other IT Support teams to setup, troubleshoot, install/upgrade, decommission, and configure equipment
Onsite Servers
Onsite Telephony
Onsite Network
Other tasks as may be defined/assigned for the efficient functioning of the roles.
Experience, Skillsets and Personal Competencies:
At least 2+ years related experience for a midsize or larger organization (500+ user environment)
At least 1-year experience providing support for a Call Center environment (is an advantage)
2+ years of experience in troubleshooting of IT infrastructure including but not limited to Computers, Network, Printer, software and Structured Cabling is required
Knowledgeable in Active Directory, O365, Basic IP Telephony and Citrix Environment
Familiar with setup of IP phone/VoIP
Setup
Troubleshooting
Configuration
Demonstrated ability to effectively communicate by phone or in person
Must be possess excellent customer service skills and ability to interact professionally with a diverse group, executives, managers, subject matter experts and business users
Maintains a high degree of professionalism in actions
Excellent teamwork skills and the ability to work unsupervised
Demonstrate performance and aptitude consistent with Asurion core values and culture
Handles confidential and sensitive matters with tact and diplomacy
Good English communication skills
Familiarity with ITIL is a plus.
Asurion

Cebu City, Cebu
Permanent
Full-time