Service Desk Engineer (Level 2)
IQ-EQ
Pasig, Philippines
17h ago

Job description

  • Management of Incidents and Service requests raised by colleague
  • Liaise closely with other members of the Tech Hub Team to ensure knowledge and expertise is shared effectively
  • Work with the Shift Leader to create / review regular reports to identify incident trends and deliver work plans to resolve
  • Assist the Shift Leader on escalating Major Incidents and following this through to its conclusion
  • Updating and maintaining tickets within the service management toolset
  • Network, Platform and Security monitoring
  • Prompt escalation of tickets to Infrastructure engineers
  • Create, or assist in the creation of articles for the Knowledge Base
  • Communicate experience and knowledge to other members of the Global IT function to assist support availability
  • Assist with the installation, configuration, patching and ongoing usability of desktop computers, peripheral equipment, and software (incl.
  • Tracking of hardware inventory)

  • Work with procurement staff to purchase hardware and software
  • Work with vendor support contracts to resolve technical problems with desktop computing equipment and software
  • Provide support as part of a rotating shift schedule
  • Provide cover out of hours and at weekends as required
  • We are seeking someone who is :

  • Customer Focus Building strong relationships, delivering customer-centric solutions and going the extra mile so the customer feels supported
  • Action Orientated Taking on new opportunities and tough challenges with a sense of urgency, high energy and a will to get things done right
  • Plans and Aligns Planning and prioritising work to meet commitments aligned with organisational goals
  • Communicates Effectively Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
  • Interpersonal Savvy Relating openly and comfortably with diverse groups of people
  • Creative Strong tendency to think outside of the box in dealing with and resolving issues
  • Qualifications

  • Educated in a technical discipline such as an IT diploma / degree with qualifications in one or more of the following (or equivalent) - ITIL Foundation, Microsoft certification, Cisco Certification, COMPTIA A+, Network+, Security+
  • Previous experience working in a Service Desk / Helpdesk role is essential
  • Possess a strong technical background on end-user / desktop / peripheral support. Must possess a can-do attitude and be willing to roll up their sleeves and get the job done.
  • Demonstrable knowledge of administering Active Directory, Exchange, File & Folder permissions, GPO, SharePoint administration, Skype, O365
  • Installing, operating and supporting customers on Microsoft platforms
  • Use or knowledge of Service Management platforms
  • Experience in working with the financial services industry is desired, but not essential
  • Additional information

    Our commitment to you is that we will help you become your personal best. All of our people benefit from a comprehensive and individually tailored program.

    We focus on a holistic skill set of professional accreditation and management development, soft skills, coaching and technical training.

    This is a business built by people, so helping our people be great is great for business.

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