IT Service Desk Analyst

OFFSURE


Date: 3 weeks ago
City: Angeles City
Contract type: Full time
Position Purpose

The IT Service Desk Analyst plays a crucial role in providing exceptional IT support, focusing on clinical management, hardware and software troubleshooting, and project implementation.

Job Type: Contractual (6 months)

Work Arrangement: Onsite (Clark, Pampanga)

Work Schedule: Monday to Friday

Work Hours: 40 hours per week

Experience level: Mid-level

Qualifications

  • Bachelor's degree in information technology, computer science, software engineering, or any related field.
  • Preferably with at least 2+ years of relevant experience.
  • Hands-on experience in project delivery environment

Must have:

  • Experience with O365, ServiceNow, or similar systems is advantageous.
  • Experience in a call center environment is a plus.
  • Familiarity with CRM systems.
  • Recognized knowledge of ITIL principles.
  • Good experience with cloud technologies, including Azure AD, Exchange 365, and Entra Admin.
  • Knowledge of cloud telephony systems such as InContact and FUZE is beneficial.
  • High proficiency in the MS Office Suite.
  • Remote Access Tool experience (Datto preferred)

Nice to have:

  • Excellent written and verbal communication skills.
  • Effective problem-solving and IT troubleshooting abilities.
  • Strong analytic and functional analysis capabilities.
  • Structured and process-driven.
  • Ability to influence others.
  • Must be a team player.
  • Results/Solution orientation and focus.
  • Strengths in value creation & innovation.
  • Ability to manage and priorities competing demands with a customer-focused and outcomes-cantered approach.

Responsibilities:

  • Provide Level 1, and 2 support for Hardware and Software incidents
  • Manage IT incidents via a ticket management system
  • Maintaining and updating Service Now asset records and incidents
  • Troubleshoot and support Desktop PCs, Laptops, Mobile Phones, Computer Networks, Printers, EFTPOS terminals, and IP Phones.
  • Maintaining IT asset registers accurately
  • Disseminating IT information to relevant users, and support members, and providing training to end users.
  • Share knowledge with team members
  • Providing application configuration and maintenance of IT systems, IT Hardware, Cloud telephony systems
  • Work alongside other teams and suppliers to ensure service interruptions are restored to meet business requirements and agreed SLAs
  • Responsible for the support, maintenance, repair, or replacement of applications and IT hardware and their interfaces to ensure maximum availability and quality
  • Initiate, implement, and manage the maintenance and release programs based on best practice
  • Reporting - provide regular status on incidents and project work activities
  • Ensure new systems and functions introduced are integrated into the existing IT environment without any negative impact on the business
  • Ensure all work is carried out and documented in accordance with required standards, methods, and procedures
  • Ensure risks to the environment are identified early and mitigation strategies deployed
  • Willingness to work during weekends and evenings on an on-call roster basis
  • Meeting assigned KPI’s
  • Other tasks as deemed appropriate by the Manager Department

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