IT Service Desk Analyst
Eastvantage Business Solutions
Malabon City, Philippines
5d ago
source : ictjob.ph

Our client

is a dynamic and robust manufacturer of packaging and other associated products with operations throughout Australia, New Zealand, and Asia.

Their growth is the result of their strategy of acquiring long-standing, well-established packaging businesses throughout Australia, New Zealand, and Asia, combined with organic-growth, a solid focus on integration, investing in improved business / operating systems, automated manufacturing, people and innovative product and processes.

Our client continues to seek local and regional opportunities for growth and their management remains focused on bringing new skills, ideas, technology, scale, and convenience to their clients through their network of businesses.

Purpose of the Job :

In this role, you will be providing an exceptional first point of customer service to our extensive and varied user base and be exposed to a range of support tasks allowing you to develop and grow your skills in other technical areas.

Provide reactive and pro-active incident resolution and service request management for applications, software, hardware and network systems, including user administration.

Assist in resolution of identifies problems.

Main Accountabilities :

Provide quality customer service and information management

All incidents and Service Requests are logged, monitored and tracked using the ITSM tool.

Respond to and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps using different channels like call, email, ITSM, and BOT.

Proactive maintenance of outstanding calls for all queues in Service Desk.

High standard of correctly classified data entered into the ITSM system for accurate reporting.

Incidents and service requests are escalated to internal support teams or external service providers as per the SOP.

Regular feedback is provided to users regarding Incident and service request status.

Customer complaints are fully addressed and escalated when required.

Established SLA's are met.

Correct management of high severity incidents.

The customer complaint rate will be measured via the Customer Survey satisfaction percentage.

Provide quality technical support

Application, software, hardware, and network incidents are rapidly diagnosed, resolved and escalated.

Ensure Service Requests for applications, software, hardware, and network systems and user administration are managed as per established processes.

Ensure all Service Requests contain the appropriate level of managerial approval.

The percentage of incidents resolved at first point of contact will be measured against a defined baseline.

Analyze, acknowledge & record each & every alert in the monitoring tools & handle the alerts as per their impact.

Contribute to the continuous improvement of processes, knowledge base and vendor relationships

The expected level of attendance and quality contribution.

Training is completed, as defined.

Regularly updates the knowledge base accurately and maintains the currency of information.

Assists in maintaining the service catalog.

Presents improvement initiatives and examples of knowledge base updates at team meetings.

Liaise with external service providers to resolve incidents and complete service requests.

Log calls with external service providers in accordance with SLA's.

Technical Knowledge / Skills :

Working experience with ITSM tools.

AD and Windows troubleshooting

Remote Support with It Remote support tools.

Position Requirements :

Required :

  • Excellent interpersonal, communication and analytical skills;
  • Understanding of Microsoft OS and Office products.

    Willing to work on a 24 / 7 shift.

    Minimum 2 years of experience in Service Desk.

    Proficiency in English.

    Excellent understanding of Remote support.

    Knowledge of basic Networking and other technologies

    Fundamental ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred.

    Desirable :

    Technical Certification in ITIL and Microsoft

    About Eastvantage :

    At Eastvantage, our mission is to create meaningful jobs for as many Filipinos as we can. Through our portfolio of premium and select clients, we provide careers that are knowledge-based, inspiring, and always with the potential for development and growth.

    We are an independently-owned outsourcing company with European roots, servicing global companies that have offices in every populated continent in the world.

    We have been in the industry for a decade, growing from a handful to over 500 happy employees over the years.

    We invite you to navigate our site to get to know who we are, to see what sets us apart in culture and thinking. Because of this, we carefully select who we work with, both customers and co-workers, which is why people happily stick with us for a wonderful amount of time.

    We hope to convince you to apply with us and be part of our success story.

    To understand how we use and process your data, please visit Eastvantage Privacy Policy

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