IT Service Desk Analyst
Manila, Philippines
3d ago

The Offer

  • Opportunity to make a positive impact
  • Flexible working options
  • Join a well known brand within IT Infrastructure
  • The Job

    Key responsibilities areas :

  • Identifying and diagnosing issues and problems
  • Provide solutions to submitted inquiries by categorizing and recording them.
  • Escalating complex and unresolved incidents.
  • address user issues, and the database is combed for prospective solutions.
  • Escalating technical issues to the relevant parties when needed and following up till the issues are closed.
  • Ensuring all standards and procedures are followed and maintained.
  • Answering queries and resolving issue relating to usage of standard applications and IT services.
  • Providing monthly help desk reports.
  • Understand the clients' requirements to develop proposals and suggest solutions to help them meet their business objectives.
  • Determining project requirements and goals, defining the scope of the engagement and planning timelines.
  • Working closely with technical teams to ensure towards smooth delivery of solutions.
  • Working in a team of consultants and on various consulting engagements.
  • Designing, maintaining and supporting the network infrastructure.
  • Monitoring system performance and ensuring reliability and availability.
  • Recommending infrastructure solutions to meet business requirement in compliance with IT policy & procedure.
  • Providing Level 2 support and troubleshooting as and when required.
  • Configuration, installation, maintenance and lifecycles planning of various network devices and services (routers, switches, firewalls, load balancers, VPN etc. .).
  • Developing WAN infrastructure solutions that meet or exceed business performance expectations.
  • Key Competencies :

  • You possess a Degree / Diploma in Computer Science, Engineering or related field.
  • You have at least 3 years experience, ideally as Service Desk / IT Service Desk Analyst
  • You have excellent communication and interpersonal skills.
  • Expertise in Firewalls, Infrastructure Systems (CoreOS, Ganeti, OpenStack), Virtualization & Container Technologies (VMware, vSphere, Docker, KVM), WAN, VOIP and VPN would be highly valuable.
  • Expert in handling Microsoft Windows Server and Operating System.
  • You are familiar with Windows, VM, UNIX, MacOS and LINUX (Redhat, UBUNTU) operating systems.
  • Good knowledge of Microsoft SQL and Cloud Database (AWS, Azure) databases.
  • With ITIL, Other (AWS Certified, Google Cloud Certified) and VCP (VMware Certification) certifications is a plus but not required
  • You are highly goal driven and work well in fast paced environments
  • You are a strong mentor and coach who builds high performing teams
  • You are adaptable and thrive in changing environments
  • The Employer

    We are hiring for a company who is a leading offshoring partner for Australian / US companies. They provide premium offshore capability solutions, helping clients establish their own dedicated teams.

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