Technical Support analyst internal service deskTranscosmos

TCIS Global Internal Service Desk (ISD)
Supporting all users in all TCIS operational facilities, locally and/or remotely operational centres, or home-based
Supporting all local Service delivery teams on I.T related requirements
Detailed Responsibilities and Essential Duties
Providing I.T technical support via telephone, face-to-face, or online support to the appropriate TCIS end-user community;
Identifying hardware and software needed to provide solutions to TCIS I.T problems;
Ensuring all incident support cases are dealt with, within agreed service levels, and to our end-user and/or customer's satisfaction ensuring all work carried out is satisfactorily documented within the relevant call logging systems.
Ensuring the TCIS corporate internal support queues are kept to a minimum.
Ensuring timely updates for all incidents raised.
Ensuring users' efficient and effective utilisation of TCIS I.T applications and equipment;
Undertaking various housekeeping and reporting functions for our TCIS I.T areas of responsibility, including maintenance of shared resources;
Proactive use of TCIS I.T monitoring and management software
Liaising with internal, external support groups as well as TCIS vendors/supplier as required;
Reporting on client/customers hardware and software, as and when required to do so (e.g. carrying out audits);
A full understanding TCIS Policies and Procedures for Information Technology
Ensuring that all TCIS I.T SLA's and KPI's are met
Customer Relationship Management
Ensure a close working relationship is maintained at all times with the appropriate Customer representatives;
Provide, as and when required information to customers, TCIS staff and management, both pro-actively and reactively, relating to the service being provided.
Requirements
Excellent communication skills
Fluent in English language, with the ability to communicate professionally and confidently at all levels, both externally and internally;
The ability to gain respect and confidence from co-workers and appropriate management teams;
Prioritise tasks and be flexible, adaptable and able to work to tight deadlines;
To maintain self-motivation and have the ability to organise and manage yourself as well as help motivate others.
Excellent I.T Technical Support skills covering the following I.T areas;
Microsoft O/S Desktop Environment
Apple iOS, MacOS
VoIP Solutions (Telephony, Video Meetings)
Microsoft Application Support
Portable Mobile Devices (Tablets, Phones)
Local Area Networking,
Remote Connectivity Principals - VPN, RDP
Full understanding of LAN Protocols such as TCP/IP,
Two Factor Technologies
Good I.T understanding Technologies
Security Patching (Software)
Infrastructure Hardware (Routers, Switches)
File Servers (Physical, Virtual)
Network Operating Systems (Linux, VMWare, Microsoft)
Benefits
As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos pride itself on a fun, healthy and encouraging work environment in the premium district of Mckinley Hill, Taguig.
We also reward of our staff with great benefits including:
Competitive compensation packages
HMO/Medical and dental coverage
Life insurance
Non-taxable allowances
Night differential
And much much more!
Transcosmos

Taguig City, Metro Manila
Permanent
Full-time