service desk AnalystFull Potential Solutions, Inc

Service Desk Analyst role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain Office of Technology expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as remote support tools. Provide varied tasks and solutions relating to the direct telephone support of end users of technology systems and services. The Service Desk Analyst I actively works to troubleshoot problems related to hardware and software; direct users to appropriate staff for support, development, and training, and escalate end user issues and concerns as required for appropriate and timely resolution.
Responsibilities
Monitor and respond quickly and effectively to incidents and requests received via email and Self-Service Portal.
Deliver relevant and correct technical support on a case-by-case basis.
Ensure proper recording, problems and changes in designated ITSM system.
Properly prioritize and escalate unresolved queries as required to ensure customer satisfaction.
Assist other teams to initiate, design and manage effective support solutions as determined by our business needs.
Detect and report increasing trends, unusual activity or repeated activity.
Request client system ID for new hires
Managing ID assignment in HR System
Provisioning of IDs in all internal systems (PBX, Reporting, Dashboard and CRM.
Managing ID assignment and hierarchies in Client identity portal.
De-provision all internal and client IDs upon employee termination.
Submit support tickets and communicate with client and operations on all system access issue.
Update reporting dimension tables for back dated changes (supervisor moves, title change, termination, etc.)
Coordinate on client outages by attending triage call and coordinating with operations
Reset password for client and internal systems.
Other task/s that is/are innately included in the position that the immediate head may assign from time to time.
Bachelor's degree, or equivalent relevant work experience
Has 2+ yrs service desk experience (hardware, software support & related technologies) and first level of remote in a domain environment are required
Experience in handling a global service center, operations and management are required
Must be willing to work on a shifting schedule
Experience supporting Windows desktop Mac and notebook computers
Familiarity with ITIL is an asset
A proactive thinker with the ability to anticipate problems, troubleshoot and proactively resolve them.
Good verbal and written communication skills
Good customer service, relational & can interact with various people at different levels in the organization
Ability to manage high-stress situations calmly and effectively
Strong attention to details and well organized
Must be familiar with end user support and Active directory are required for this role
Work from Home
Paid Holidays
Medical / Health Insurance
Paid Sick Leave
Life Insurance
Paid Vacation Leave
Entry Level / Junior, Apprentice IT and Software Business Process Outsourcing 2 openings Bachelor's degree graduate
Full Potential Solutions (FPS) is a performance-based outsourcing firm with operations in Kansas City, MO, Chennai, India and Manila that puts culture and employees first. We employ the best people, processes and proprietary technology available to deliver multichannel solutions for our clients and fulfilling careers for our employees. FPS is a rapidly growing, global company. We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things! FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program; medical, dental and vision benefits; and the opportunity for high potential career growth with a fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential, because we believe that if you put people first, you drive great results.Our Core Values:Integrity - Do what's right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respectExcellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvementAccountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionateGrace - Respect and appreciate differences, Care for one another, Humility, Make work personal Our Mission: To create conditions within which people can thrive!Interested? We're Hiring! We're looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA; Chennai, India, and Manila, Philippines.
Kalibrr

Pasig City, Metro Manila
Permanent
Full-time