Service Desk (IT) Senior Analyst
Taguig, Philippines
5d ago

Job Summary

The IT Support Analyst provides high-quality customer service to the client, responding to requests and issues accurately and promptly.

The role requires the capacity to provide, manage and administer accesses to certain application / s with 100% accuracy (in compliance to strict security standards of the client).

Additionally, it is important to follow documented instructions with full attention to detail and quality of work.

Work may include financial processing, work order management, project management, and related software. Responsibilities vary by client but may include security administration, troubleshooting software, providing guidance to the user base, and working with client support teams to address technical issues.

Depending on the need, IT Support Analysts will have direct interaction with 2nd / 3rd level technical teams, the client user base and others.

Essential Job Functions :

Handle access requests for supported web-based applications

Perform daily work quality check to ensure that output is compliant to the strict security standards of the client

Log Service Requests and Incidents accurately and timely

Provides first line investigation and diagnosis of incidents and requests

Troubleshoot issues and requests as they relate to client technologies

Troubleshoot the cause of problems and act to prevent problems from recurring

Resolve issues in the prescribed time limits; otherwise escalate to appropriate level 2 personnel and follow standard operating procedures as agreed upon with the client regarding ticket ownership

Participate in Continual Service Improvement in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer satisfaction

Help to maintain the Knowledge Base by documenting known errors, workarounds, procedures, and application specific information

Report statuses, issues, and timelines to management staff for issues being worked

Provide coverage via all modes of communication : telephone, chat, e-mail or other methods as required

Participate in required training for improvement of technical and interpersonal skills

Position Requirements :

Previous IT call center experience (telephone, chat, e-mail)

Very strong English communication skills written and verbal

Solid experience in handling tickets using a ticketing system / web-application

Familiarity with Microsoft Office and SharePoint

Solid working knowledge of the Windows Operating System

Excellent communication skills, both written and oral

Superior problem solving and troubleshooting skills

Bachelor’s Degree

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