Service Desk Analyst

Service Desk Analyst:

· Accurately identifying, repairing, resolving, and documenting end user technical issues regarding /desktop technical support and requests, printers, applications, mobile issues,

· Hands-on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets

· Co-ordinating with support teams to provide timely resolution to customers.

· Categorize and prioritize end user support requests and service requests by utilizing a customer’s ticketing system to track tickets and provide up-to-date status and information.

· Identifying critical issues and following the initial incident management bridge process.

· Manage and triage multiple incoming priorities effectively by understanding customer needs

· Being prepared to work out of hours when required and to provide out of hours on-call support cover as required.

· Ready to work in US Shifts ( 24X7 model)

· Troubleshooting and resolving software issues

· Taking ownership of issues through to resolution on all appropriate requests.

· Categorize and prioritize end user support requests and service requests by utilizing a customer ticketing system to track tickets and provide up-to-date status and information

· Ability to work with the team in need and contribute individually wherever required

· Should be self-sufficient to manage the customer expectations

· Should have good attitude to work in teams when required

· Good learning ability to understand the existing application and propose new ideas

Technical Skills

· Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone, Servers, Networks, experience in handling business related queries preferred.

· Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. MS Office etc.

· Good communication and interpersonal skills

Requirements

• Fresh Graduates are encouraged to apply
• Strong Communication Skills
• willing to work onsite(McKinley, Taguig)
• Candidates who can start ASAP will be prioritized