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senior service desk AnalystJones Lang LaSalle

Workplace: MetroManila, Manila, Taguig
Salary: Agreement
Work form: Full time
Posting Date: 06/08/2022
Deadline: 06/09/2022
Job Summary
The IT Support Analyst provides high-quality customer service to the client, responding to requests and issues accurately and promptly. The role requires the capacity to provide, manage and administer access to certain application/s with 100% accuracy (in compliance with the strict security standards of the client). Additionally, it is important to follow documented instructions with full attention to detail and quality of work.
Work may include financial processing, work order management, project management, and related software. Responsibilities vary by the client but may include security administration, troubleshooting software, providing guidance to the user base, and working with client support teams to address technical issues. Depending on the need, IT Support Analysts will have direct interaction with 2nd /3rd level technical teams, the client user base, and others.
Essential Job Functions:
Handle access requests for supported web-based applications
Perform daily work quality checks to ensure that output is compliant with the strict security standards of the client
Log Service Requests and Incidents accurately and timely
Provides first-line investigation and diagnosis of incidents and requests
Troubleshoot issues and requests as they relate to client technologies
Troubleshoot the cause of problems and act to prevent problems from recurring
Resolve issues in the prescribed time limits; otherwise escalate to appropriate level 2 personnel and follow standard operating procedures as agreed upon with the client regarding ticket ownership
Participate in Continual Service Improvement in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer satisfaction
Help to maintain the Knowledge Base by documenting known errors, workarounds, procedures, and application-specific information
Report statuses, issues, and timelines to management staff for issues being worked
Provide coverage via all modes of communication: telephone, chat, e-mail, or other methods as required
Participate in required training for improvement of technical and interpersonal skills
Position Requirements:
Previous IT call center experience (telephone, chat, e-mail)
Solid experience in IT Serice Desk
Very strong English communication skills - written and verbal
Solid experience in handling tickets using a ticketing system/web-application
Familiarity with Microsoft Office and SharePoint
Solid working knowledge of the Windows Operating System
Superior problem-solving and troubleshooting skills
Bachelor's Degree
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Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
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For additional details please see our career site pages for each country.
For employees in the United States, please see a fully copy of our Equal Employment Opportunity and Affirmative Action policy .
Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may contact us at . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our page
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Jones Lang LaSalle

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Taguig City, Metro Manila
Permanent
Full-time

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Jones Lang LaSalle

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