service desk AnalystConnectOS

Job Description:
Purpose of the position
The Service Desk Analyst is responsible provisioning of technical expertise relating to the service, support
and delivery of existing organisational information systems, software applications and
telecommunications. This position works closely with the Service Desk Manager to ensure that service
requests are responded to and resolved as per Service Level Agreements (SLA's).
The role also supports all other Information Technology Initiatives whilst actively participating in the
Service Delivery of IT projects to internal customers.
Accountabilities
Provide telephone, email, chat, remote and face to face * Respond to incidents raised via the IT Service Desk
Obtain and record all relevant details, capturing minimum required information as indicated in the
Knowledge base * Ensure tickets are assigned correctly, if unable to resolve within the service desk escalate the appropriate
team or external resource as per the escalation process documented in the Knowledge Base * Engage and notify Service Desk Manager when a major incident is identified
Responsible for providing current status, managing caller's expectations by providing current service level
Apply first call resolution using Knowledge base, indicate article number used, and provide feed-back on
the article if applicable * Monitor existing tickets and escalate to the Service Desk Manager if in risk of missing the service level
targets * Responsible for the end-to-end service level attainment for assigned tickets
Create and maintain Knowledge Base Articles with solutions and work-around fixes/processes that
support a streamlined approach to incident resolution * For incidents that do not have a knowledge base article draft and submit an article for approval detailing
the steps taken to resolve the incident. * For knowledge base articles that require updating, draft and submit an update for approval
All documentation created or updated must comply with the article creation policy and format as detailed
in the Knowledge Base
Actively participate in the service delivery of IT projects and services * Support the IT Infrastructure team with the configuration, delivery and implementation of infrastructure
hardware and operational software to systems and users across organisation when required * Support the IT Application team with the implementation of new software solutions and upgrades to
business applications when required * Attend and contribute to the service desk team and IT department meetings
Requirements:
Minimum 12 Months service/application Support
Working Experience of Current Microsoft OfficeProductivity Suite
Thorough knowledge of current Microsoft OperatingSystems (Desktop and Server)
ConnectOS

Mandaluyong City, Metro Manila
Permanent
Full-time