Helpdesk analyst iiiFujifilm

Job Description:
Extent of Authority:
Administer the Heat call logging system
Raise issues and Helpdesk calls in Heat
Close call in Heat
Escalate issues to the relevant support teams
Escalate unresolved issues to management
Main Activities:
Ensuring that support calls are responded to in a timely manner
Administering user accounts
Contributing to the development of procedures and work instructions
Performing first-level diagnosis of issues and problems
Escalating issues and problems to the relevant support team in a timely manner
Escalating unresolved issues to the relevant manager
Working, co-operating and liaising with other IT and Business Unit teams
Responding to customer calls promptly, courteously, and effectively
Manages Heat call groups assigned by Help Desk Team Lead and One Up Manager
Updating, maintaining, and following documented procedures
Ensuring relevant SLAs are met and exceptions reported on
Notifying customers of issues and outages
Training less experienced staff members
Maintaining a professional and customer-oriented manner at all times
Understanding and adherence to procedures, standards, and policies
Complying with relevant legislation, regulations, standards, and policies
Check and release quarantined email that is work related
Deal with 2nd level support calls as assigned by Help Desk Team Lead and One Up Manager
Assist with other work-related tasks as required by Help Desk Team Lead and One Up Manager
Flexibility to work at other sites as required
Ensure all policies, including Business Management System and Security policies and procedures are adhered to
Ensure Occupational Health and Safety policies and procedures are adhered to
Ensure that you, and employees within your area of responsibility, always take care to work in a safe manner and report workplace hazards
Key Skills
Two or more years commercial experience in Helpdesk Support - preferably in a large enterprise
Familiar with the following technologies - Active Directory, TCP/IP, VMware, Exchange/Outlook, MS Office application, anti-virus software
Worked in an ITIL environment
Technical troubleshooting skills
Excellent oral and written communication skills
Excellent time management skills
Personality Traits:
Ability to:
Deal courteously, effectively, and empathetically with customers
Learn quickly and adapt to new technologies
Maintain a professional level of performance in high-pressure situations
Manage incident
Prioritise multiple tasks and ensure optimal use of resources
Deal with matters of a confidential nature
Work as part of a team
Display empathy and consideration for others and take into account different work styles and personalities to achieve team goals
Qualifications and Typical Experience:
Two or more years commercial experience in Helpdesk Support
ITIL certified preferred
Microsoft Certified Professional (MCP)
Telephony knowledge
Special Circumstances:
Must be prepared to work outside core business hours
Must be prepared to work overtime at short notice
Fujifilm

Taguig City, Metro Manila
Permanent
Full-time