service desk AnalystWonders Corporation

Job Description:
IT SERVICE DESK ANALYST
What the role is about?Wonders Corporation is looking for a highly capable Service Desk Analyst to help users resolve issues with computer hardware or software. They respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. They also work closely with other IT Operations personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise.
Who you are?
To ensure success as a Service Desk Analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. A first-class service desk analyst will be someone whose IT expertise results in enhanced end-user support and system performance.
Key Responsibilities:
Logs incidents and service requests and maintains relevant records
Receives and handles requests for service, following agreed procedures
Systematically interprets user problems and identifies solutions and possible side effects.
Uses experience to address user problems and interrogates databases for potential solutions.
Escalates complex or unresolved incidents.
Records and tracks issues from the outset to conclusion.
During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
Responds to common requests for service by providing information to enable fulfillment. Promptly allocates unresolved calls as appropriate.
Maintains records, inform users about the process, and advises relevant persons of actions taken.
Acts as the routine contact point, receiving and handling requests for support.
Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.
Provides first-line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
Contributes to the creation of support documentation and knowledgebase.
​
​
Requirements
Qualifications:
Qualifications:
Bachelor's degree in computer science, information systems, or similar.
At least two years experience in a service desk analyst, technical support, and end-user support role.
In-depth and current knowledge of computer programs and hardware.
Proficiency in ITSM tools and IT Ticketing software.
Self-learner, independent, and have outstanding analytical and problem-solving skills.
Exceptional collaboration, communication, and interpersonal skills.
Great at organizing, prioritizing, and multitasking
Excellent organizational and time management skills.
Benefits
We have a lot to offer!
Great salary range and compensation package!
Wonders Corporation

Dumaguete City, Negros Oriental
Permanent
Full-time