Service Desk Specialist I

Astreya


Date: 7 hours ago
City: Taguig
Contract type: Full time
What This Job Entails

The Service Desk Specialist I will support one of Astreya’s key clients. The role will be responsible to troubleshoot and fix desktop/ computer hardware and software issues while striving to deliver excellent customer service to the end-user. You need to be an eager learner and put the learning to practice in-line with company and client policies and procedures.

Scope

  • Applies company policies and procedures to resolve routine issues
  • Works on problems of limited scope
  • Receives detailed instructions

Your Roles And Responsibilities

  • Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.
  • Support end-users that are using VDI ( VMWare Horizon )
  • Helps to monitor, update and maintain tickets in a ServiceNow ticketing system.
  • Assists with responding to Calls & Tickets, contact users and plan workload.
  • Update, track and escalate the ticket to appropriate levels/group for resolution as required.
  • Sign-off on closed tickets with the user to include follow up specifically to the end user.
  • Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.
  • Help support access to corporate network/wireless and applications both on the network as well as over VPN.
  • Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills

  • Bachelor’s degree (B.S/B.A) from four-college or university and 0 to 2 years’ related experience and/or training; or equivalent combination of education and experience
  • Builds stable working relationships internally
  • Follows standard practice and procedures when analyzing situations or data
  • Ability to work independently with minimal supervision
  • Excellent coordination skills and a team player
  • Ability to identify issues and escalate as needed
  • Excellent written and oral communication skills
  • Strong interpersonal and customer service skills
  • Knowledgeable about hardware, software, and network troubleshooting
  • Understanding of software application use and installation
  • Ability to resolve technical issues under pressure

Preferred Qualifications

  • Remote / RDP Tools
  • VPN troubleshooting, SCCM, and Software Installation
  • Familiarity to VDI(VMWare Horizon) is a plus
  • Networking skills ( Basic TCP/IP )

Physical Demand & Work Environment

  • Must have the ability to perform office-related tasks which may include prolonged sitting or standing
  • Must have the ability to move from place to place within an office environment
  • Must be able to use a computer
  • Must have the ability to communicate effectively
  • Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

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