Service Desk Analyst Level III
Eclaro Philippines
Quezon City, PH
1d ago

Service Desk Analyst Level III

Job Description :

The Service Desk Team Lead will have supervisory responsibility for additional Service Desk team members and potentially other members around application / database support.

The Team Lead will provide end-user support in creating documentation for recurring tasks including, but not limited to L1 / L2 support activities, triage IT tickets, assisting engineers with ticket closers, including monitoring and executing scheduled and ad-hoc processes.

This individual diagnoses, troubleshoots and resolves basic and moderate technical problems. This individual will also operate under defined processes & procedures.

Additionally, the Team Lead will make decisions regarding short-term priorities and work activities requiring interpretation of guidelines, policies and procedures.

The Support Analyst Team Lead will work closely with the IT / Security Operation Managers in supporting users in general IT problems for the Reinsurance segment.

Tasks / Responsibilities :

  • Manage a team of Service Desk Analyst and Application Support Specialist.
  • Help performing day-to-day support work for the company's end users.
  • Help and Manage the Help Desk Ticket Resolution
  • Help and Manage the Workstation Standards, Images and Deployments
  • Help and Manage the Desktop Application Installation and Management
  • Help and Manage the User On-Boarding / Off-Boarding
  • Help and Manage the Ring Central video and desktop phone Administration.
  • Help and Manage the Anti-Virus and Patch Management
  • Assist with Ad Hoc projects and backup support for the team members.
  • Requirements :

  • Excellent Customer Service Skills
  • Experience managing a small team.
  • Knowledgeable in Windows 10
  • Strong analytical skills, spreadsheet skills, and business problem solving skills.
  • Excellent verbal and written communication skills, organizational skills, detail-oriented, and efficient documentation skills
  • Ability to work well independently and as part of a team.
  • A positive attitude with the ability to handle issues with diplomacy and an understanding of changing priorities.
  • Education :

  • BS in IT or any related field
  • Proficiency Level

    Required (R) / Optional (O)

    MS Office (Word, Excel, PowerPoint, Access)

    Microsoft Azure

    Microsoft Exchange and Outlook

    Active Directory

    Hardware Troubleshooting

    Basic Network Troubleshooting

    Microsoft Multifactor Authentication

    SharePoint knowledge

    ServiceNow ticketing system

    Citrix

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