Senior IT Service Desk Analyst

ERNI is a fast-growing Software Development company headquartered and founded in Switzerland in 1994, with more than 800 employees. We are highly specialized in IT & software engineering to enable and deliver innovation in process and technology. Our first service center in Asia Pacific is in Metro Manila (Mandaluyong) from where we provide our service to Europe, APAC incl. our local market Philippines, and USA regions. We are now geared towards expansion and are looking for highly motivated joiners.

WHY ERNI is the best place to call HOME? 

This is how we can support you; ALL company PERKS AND BENEFITS take effect UPON HIRING!

• Permanent Contract: there is always a project and opportunity for you.

• Private HMO and Insurance – effective on day 1 of employment.

• Jubilee in 5th year at ERNI (FREE TRAVEL TO ANY SITES IN EUROPE )

• Government-Mandated Benefits: inclusive of the 13th-month pay.

• Personal Development and Travel Opportunities outside the Philippines

• Birthday Cake

• Wedding Gift – to celebrate your special day.

• Baby Basket – to welcome your newborn to the ERNI family.

• Fruit Basket – boost of vitamins during hospitalization.

• Free Snacks and Coffee in the office.

UNLOCKING NEW DOORS OF GROWTH & OPPORTUNITIES

• Free Training with Certifications: Grow with us through technical and non-technical training.

• Challenging Projects: ERNI is dedicated to developing high-quality software in complex technical environments such as MedTech, Industry, Finance, and Transportation. Have the chance to participate in various technically challenging projects amongst passionate and skilled colleagues.

• Employee Welfare: You will be guided by a group of people who will guide and support you to have the right tools and mindset.

• Promotions & Recognition: From the very first day, we offer you a way to learn and develop yourself in our company. Your colleagues and superiors consistently recognize and appreciate all efforts, making you feel satisfied with your achievements.

• Communication: You will find transparency, honesty, and open communication in our working culture. we value suggestions, opinions, and feedback from all employees.

FLEXIBILITY

• Hybrid Set-Up: We are combining both remote work and in-person work. The hybrid setup will allow you to reduce commuting time and have a more flexible work schedule. This will help you to manage better your work-life balance.

EVENTS:

• We provide many opportunities to connect and build relationships. We are learning, growing, and celebrating achievements together. You will experience a wide range of different exciting activities. What to expect? Leisure Events, Summer Events, Family Events, Social Events, and Year-End Events.

What are our wishes?

• Graduate of a diploma or bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent education with at least 4 years of experience in a Service Desk / Technical Support role, experience within the financial industry and/or within a global team is a plus
• Must be able to work on shifting schedule (APAC/EMEA coverage) Monday to Friday.
• Excellent knowledge of Windows 10 and experience in using the following solutions: Active Directory, Azure, Intune, O365 / OneDrive, ServiceNow, SCCM
• Experience in remote support, corporate video conferencing (Cisco, MS-Teams, Zoom), AV support and corporate events setup
• A strong commitment to customer service and to build & maintain relationships with stakeholders at all the levels of the company including senior management, executive or VIP level
• You to work well in a fast-moving environment and keep up with the daily needs of the business through effective time management and prioritization
• You are a strong critical thinker and problem solver with a passion for delivering results
• You possess excellent communication skills with the demonstrated capabilities to develop strong relationships and strategically manage and influence senior stakeholders at all levels
• That you take pride in your work and strive to support your teammates and our users with that work
• You have a passion for the Information Technology field and helping people
• That you always maintain confidentiality

How can you contribute to the team?

As a Service Desk Analyst, you will act as the point of guidance, direction and escalation for the team and our employees and external collaborators worldwide. You will be part of our global IT team within a dynamic and high-performing organization.

Your Main Responsibilities Include

• Day to day Ticket Management (ServiceNow) providing timely and consistent support, acknowledging, and recording all issues and requests accordingly.
• Providing best-in-class customer service and desk-side IT support and via remote channels such as chat, phone, email, or remote access tools.
• Ensuring new hires achieve a perfect start with a structured IT onboarding and a high-touch onboarding experience (desk setup, mobile device enrolment and VPN first steps)
• On-Site support for employees, VIP guests and staff visiting Manila office
• Providing innovative ideas and value-added solutions in addition to a swift and effective handling of complex issues raised by our employees
• Collaborate promoting best IT security practices according to our policies and guidelines
• Proactive checks of meeting rooms to ensure the IT technology is always ready for use
• Knowledge sharing with colleagues across the company and proactively contributing to team and department meetings
• Liaising with 3rd party vendors
• Supporting internal and external events and meetings with AV setup, video-conferencing and live streaming technologies
• Troubleshooting of connectivity issues for local (Wi-Fi and wired networks) and remote networks (VPN and VM Ware)
• Support to Office Management with IT setup for desk moves and event spaces when required.