Service Desk Analyst
TapTalent.ai
Date: 2 weeks ago
City: Taguig
Contract type: Full time
We're Hiring: Service Desk Analyst!
Job Role
Incident Resolution:
Job Role
Incident Resolution:
- Analyzing and resolving escalated technical issues that cannot be resolved at the L1 level.
- Investigating and diagnosing problems and implementing effective solutions.
- Providing high-quality customer service and support to end-users.
- Communicating technical information in a clear and understandable manner to non-technical user
- Managing customer expectations and keeping them informed about the status of their reported issues.
- Conducting in-depth troubleshooting of hardware, software, and network issues.
- Collaborating with other IT teams to resolve complex technical problems.
- Documenting and maintaining records of all reported issues and their resolutions.
- Creating knowledge base articles to facilitate faster issue resolution in the future.
- Escalating issues to L3 support or specialized teams when necessary.
- Collaborating with other support teams to ensure timely and effective problem resolution.
- Providing training and guidance to end-users on using various systems and applications.
- Creating user guides and documentation to assist users in troubleshooting common issues.
- Monitoring system performance and taking proactive measures to prevent issues.
- Performing system administration tasks such as user account management, permissions, and access control.
- Monitoring system performance and taking proactive measures to prevent issues.
- Assisting in the deployment of software updates, patches, and security fixes.
- Ensuring that systems are up-to-date and secure.
- Providing remote assistance to end-users using remote desktop tools or other technologies.
- Troubleshooting and resolving issues for users who may be located in different geographical locations.
- Collaborating with other IT teams and departments to address cross-functional issues.
- Participating in meetings and sharing insights to improve overall IT infrastructure and support processes.
- Proactively identifying areas for improvement in processes and tools.
- Contributing to the enhancement of service desk procedures and workflows.
- Bachelor’s degree in Computer Science (or a related field) is highly desirable;
- Microsoft industry vendor certifications, such as Microsoft MCSA or MCP preferred;
- Cisco industry vendor certifications, such as CCNA (Routing and Switching) advantageous; and
- ITIL Foundation v4 certification is required.
- Minimum 3 years experience with a high technical up to date skill set in Service Desk or other customer-facing technical support roles.
- Previous experience in a Managed Service or Professional Services environment preferred; and
- Sound understanding of ITIL Framework.
- Achieve personal KPIs at all times
- Other duties may be delegated by the Business Unit Manager from time to time.
- Conduct all activities in accordance with company policies and procedures, as may be amended from time to time.
- Assist the Service Desk Team Leader in the day-to-day running of the Service Desk and perform administrative tasks as defined in client and internal Knowledge Management Systems, such as:
- Account modifications
- Office 365 Administration
- Alert Handling
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