IT Service Desk analystEastvantage Business Solutions Inc.

Key activities in this area are: -
Respond to requests for technical assistance via phone and electronically
Log all help desk interactions
Advise user on appropriate action
Action and escalate situations requiring urgent attention
Provide leadership and guidance to Service Desk Analysts on Service Desk related tasks
Assist the Technical Service Desk Manager in the day to day running of the Service Desk
Technical Support
Service Desk Analysts are tasked with being the first technical contact on support issues and a key objective is to provide first call fix capabilities to callers and other electronically submitted requests.
Key activities in this area are: -
Diagnose and resolve desktop/laptop/portable devices hardware, software and operating issues
Diagnose and resolve printer hardware, software and operating issues
Perform basic administration tasks (such as password resets, account creations/deletions) as defined in the specific customer configuration work rules
Perform backup checks and perform initial diagnostics of reported issues
Redirect more complex problems to appropriate senior resources
Actively engage in all project-related work when requested to do so
Track and route problems and requests and document resolutions
Identify and escalate situations requiring urgent attention
General
Adherence to company policy and procedures
Attendance at work when required to do so: punctual and reliable.
Professional conduct and behaviour in all dealings with customers, suppliers, colleagues and company personnel.
Position requirements:
Skills & experience
Technical
Able to build, configure and troubleshoot Windows-based Desktop/laptops hardware and software platforms
Experience in providing basic troubleshooting skills on Apple-based desktops/laptops and tablets
Perform basic printer and MFD troubleshooting skills
Perform 1st level domain admin tasks in Microsoft Active Directory (account creation/deletion, policies, DNS, Security and other associates technical elements)
Understanding of technical backup process and their importance to operating integrity and risk mitigation.
Basic network troubleshooting skills (including command-based diagnostics and review such as ping, ipconfig, tracert)
General
Strong team player
Able to work autonomously
Excellent interpersonal skills - ability to interact and partner well with others
Excellent verbal and written communication skills - ability to interact with all levels in the organisation
Ability to prioritize and re-prioritize work and handle simultaneous assignments
Strong initiative
Strong critical thinking ability and problem resolution skills
Strict understanding and adherence to confidential information
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Bachelor's degree in Computer Science (or a related field) or relevant work experience desirable
Microsoft Certifications or equivalent experience necessary to achieve certification if time is allotted
Entry Level / Junior, Apprentice IT and Software Business Process Outsourcing 1 opening Bachelor's degree graduate
We are a Euro-Filipino Knowledge Process Outsourcing (KPO) company that provides business solutions to global companies. With close to a decade in operations, we have helped several large companies and SMEs tap into the rich and highly-skilled Philippines labor pool to address cost-efficiency and strategic growth measures. Based in the premier business district in the Philippines, we have access to the best infrastructure and talent -- the perfect elements to create and grow your team and your business.Eastvantage brings a wealth of global insight and local knowledge that makes the transition from onshore to offshore simple and seamless.To understand how we use and process your data, please visit http://www.eastvantage.com/privacy-notice and www.eastvantage.com/privacy-policy
Kalibrr

Taguig City, Metro Manila
Permanent
Full-time