Associate Analyst, IT Ops
Continuum Global Solutions
Mandaluyong, Nati, PH
1d ago

Service Desk Tier2 (Associate Analyst, IT Ops) guarantee services are delivered to meet customer business needs and expectations.

Ensures proper documentation, notification, escalation, tracking and follow up of all priority incidents. Proactively monitors the network health status via Solarwinds, telephony status via Prognosis, manages Incident Notifications, escalations and prepares post incident analysis.

Prepare and collates reported incidents, analyses data to compute individual program and enterprise uptime performance and generates IT service level reports.

Responds to various requests related to company uptime, incidents, request for proposals, service requests. Understood the following processes such as but not limited to service requests, incident and change management.

Essential Duties and Responsibilities

  • 95% - Provides Tier2 service or support through telephone, email or remote to internal or external customers in accordance with the service level agreement and escalates to Service Desk Analyst 3 or SD Lead when appropriate.
  • Provides remote support for internal users and resolve issues escalated by Tier1
  • Configures and installs software for end-users’ desktops and laptops remotely or over the phone
  • Processes hardware and software replacements based on troubleshooting results by coordinating user setup, upgrades and installations
  • Performs end-user training as it regards assistance with supported applications
  • Manages and triages service requests and incidents effectively by understanding customer needs and meeting service level requirements
  • Communicates company and client-initiated changes to various stakeholders
  • Resets or configures network accounts.
  • Documents incidents and resolutions within the call tracking application and provides updates to the knowledgebase where applicable
  • Sends BCP alerts based on impacted sites and locations
  • Participates and performs in project calls and ensure procedures are properly followed and performed
  • Assist with on-site support as needed
  • Keeps track of equipment inventory as needed
  • 5% - May preform other related duties and responsibilities as assigned and / or required
  • Defined Tasks

  • Remote support
  • Takes in phone calls and resolve desktop issues remotely using Logme In or Dameware
  • Practice First call resolution
  • Does outbound calls to resolve and follow through on an issue escalated by Tier 1
  • Active Directory
  • Creates, modify, and deactivates user NT accounts based on set policies and requests
  • Ensures PC’s found in the network are assigned in the correct OU
  • Knowledge Base
  • Create and contributes new contents based on best practices and new learnings to aid to the betterment of the team
  • Desktop support
  • Provide onsite support
  • Monitors and keeps track of documents for the deployment of equipment’s
  • Records receipt of equipment’s to ensure complete accessories are received and in good working condition
  • Records missing equipment’s based on return equipment’s of the employee’s and reports it to Tier 2 Team Lead
  • Maintains equipment’s to perform at their peak
  • Images desktops based on the required platform needed by Operations
  • Reports any missing equipment’s or items low on stock to Team lead immediately
  • Participates and performs in project calls and ensure procedures are properly followed and performed
  • Runs CMDB to ensure equipment’s are scanned and recorded in the Configuration items
  • Maintains proper cabling in the server room
  • Assist Telecoms, Systems, and Network engineering with onsite equipment configuration and setup in the server room
  • Other tasks as assigned
  • Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military / veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

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