Service Desk Analyst
Eclaro Philippines
Quezon City, PH
10h ago

Service Desk Analyst Level II

Job Description :

The Service Desk Analyst provides first level support and problem resolution to the Reinsurance segment. The individual will be responsible for intake of requests through email and logging the request into our Service Now platform to ensure proper tracking to closing of the ticket.

The individual will be working close with the Desktop Engineering across the different location to provide VIP service.

Tasks / Responsibilities :

  • Perform day-to-day support work for the company's end users.
  • Help Desk Ticket Resolution
  • Workstation Standards, Images and Deployments
  • Desktop Application Installation and Management
  • User On-Board / Off-Board
  • Ring Central video and desktop phone Administration
  • Anti-Virus and Patch Management
  • Assist with Ad Hoc projects and backup support for the Desktop Support team
  • Mobile and Remote access support
  • Requirements :

  • Excellent Customer Service Skills
  • Knowledgeable in Windows 10
  • Strong analytical skills, spreadsheet skills, and business problem solving skills.
  • Excellent verbal and written communication skills, organizational skills, detail-oriented, and efficient documentation skills
  • Ability to work well independently and as part of a team.
  • A positive attitude with the ability to handle issues with diplomacy and an understanding of changing priorities.
  • Education :

  • BS in IT or any related field
  • Proficiency Level

    Required (R) / Optional (O)

    MS Office (Word, Excel, PowerPoint, Access)

    Microsoft Azure

    Microsoft Exchange and Outlook

    Active Directory

    Hardware Troubleshooting

    Basic Network Troubleshooting

    Microsoft Multifactor Authentication

    SharePoint knowledge

    ServiceNow ticketing system

    Citrix

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