Service desk specialistDynata

POSITION SUMMARY
Service Desk Specialist provides day-to-day end user support and escalation on computer, application, and network issues. This includes first line of support and coordinating with other Technology teams. This interaction can range from opening, closing, and resolving tickets, escalating to IT admins and other teams via phone/email/chat. Will also assist other IT departments on related projects when required.
Essential Duties and Responsibilities
Responsible for providing the first line telephone, chat, e-mail, web portal service desk ticket support of hardware, systems, sub-systems and/or applications and infrastructure for users.
Triage, assign, resolve, and escalate incoming tickets, phone calls, and chat messages.
Provide hardware and software IT support and technical education to end users remotely.
General network troubleshooting for connectivity issues with VPN, secure Wi-Fi, and wired connectivity to the internal network.
Onboarding administration of new hires including building user accounts and providing access as needed.
Solve issues, drive enhancements, and improve support for all IT-related functions on a day to day basis.
Skills
One-year experience in doing technical support or Service Desk.
Experience on Ticket Analysis and understanding issue trends.
Ability to deliver outstanding customer service and provide simplified explanations of complex technical issues
Ability to apply critical thinking and root cause analysis to complex end user requests and incidents to deliver the best possible solution
Outstanding interpersonal communication skills, including the ability to support others in a team environment.
Ability to work with limited supervision and multi-task in a fast-paced environment.
Strong time management, documentation, and prioritization skills.
Strong analytical, technical, and problem-solving skills.
Qualifications
Degree/Diploma in Computer Studies or equivalent work experienced.
Must have a confident personality, able to deal with global users directly/quickly/efficiently.
Strong knowledge in technical support, troubleshooting performance issues, general system issues, applications and Remote Desktop Connection.
Proven understanding of computer operations and troubleshooting for desktop, laptop, and MAC hardware.
Significant experience with Active Directory administration.
Knowledge in Office 365, Microsoft Office suite Outlook, Word and Excel.
Knowledge of Service Desk management platforms such as Jira, Confluence, iVanti, Microsoft Teams.
Basic network understanding including LAN/WAN, VPN, and the ability to troubleshoot them on PC or Mac.
Excellent oral and written communication skills, with a focus in technical or instruction-oriented writing.
Must be flexible with schedules/shifts and be willing to work weekends.
Dynata

Cebu
Permanent
Full-time