IT Service Desk Analyst
Arcadis
Makati, Metro Manila, Philippines
5d ago

At Arcadis we focus on attracting, retaining and developing people who share our passion and commitment to improve quality of life.

In return we offer you the opportunity to transform your world and the world around you, that could be through client work, upskilling yourself, championing equality and inclusion or getting involved in charity work, to name just a few.

Our people value different perspectives, they care about the sustainability of our planet and dare to shape the future.

One of our core values is people first’, and supported by our Lovinklaan foundation, we invest in you for the long term, to ensure you reach your full potential.

You’ll have the opportunity to own your career and work on industry-defining projects, finding solutions to real challenges that make a difference to people’s lives.

You’re encouraged to have a growth mindset and are given the space to develop personally and professionally, building a flexible career that works for you.

Role description :

Organisational chart& scope :

  • Reports to the Service Desk Supervisor.
  • Works within a team with highly skilled IT professionals.
  • Solves incidents regarding the use of software applications and IT hardware (tools)
  • Role accountabilities :

    The IT Service Desk Analyst provides support for basic incident resolution and requests reported to the division service desk.

    Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and / or infrastructure components.

    The IT Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.

    Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups, or the corporate service desk.

    Qualifications & Experience :

    Roles and Responsibilities :

  • Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
  • Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
  • Analyses and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution.
  • Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.

    Documents resolutions and updates self help and staff knowledge bases.

  • Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
  • Maintains and protects confidentiality with regard to all aspects and employee information.
  • Adheres to Code of Conduct and Mission and Value statements.
  • Provisions, maintains, and removes security privileges for users of existing service desk management systems.
  • Participates in development / review of division security processes / procedures under supervision of Service Desk Management.
  • Works with the division Service Desk and provides necessary security / tier 2 support.
  • Works with members of the desktop / network teams and other workgroups within Arcadis IT&S on projects and initiatives as needed.
  • Provides after hours and on-call support as needed.

  • Performs other duties as assigned.
  • Why Become an Arcadian?

    Our work with clients has a direct impact on people’s lives and on the planet. We make moving, living and belonging in cities safer, more resilient and more sustainable.

    By partnering with our clients as responsible custodians of our earth's resources, we can create a sustainable planet.

    We continue to think of new ways to make positive impacts and create better experiences for people; data driven and digital solutions have become part of the Arcadis DNA.

    Working together with clients and using techniques like design thinking, we can get to the heart of our clients’ most pressing challenges and work together to solve them.

    As a global business, we have committed to support five of the UN’s Sustainable Development Goals to ensure that our projects contribute to a better and more sustainable future for all.

    But it’s not just the work that we do on client projects that benefits communities and our planet. As a global business, we are committed to making a positive impact to society by supporting local communities where we operate.

    To help protect our planet, we monitor and measure non-financial information to inform business decisions and reduce our own environmental impact as part of our commitment to be net zero carbon as a global company by 2030.

    Our Commitment to Equality, Diversity, Inclusion & Belonging

    We want you to be able to bring your best self to work every day, which is why we take equality and inclusion seriously and hold ourselves to account for our actions.

    Our ambition is to be an employer of choice and provide a great place to work for all our people.

    Transform Your World

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