Service Desk Analyst
Everise Philippines
Taguig, PH
5d ago
source : Bossjob

Position Purpose :

The Specialist - Service Desk Analyst will be the first point of contact via phone, email, and chat to provide first level of support through assistance or rapid restoration of normal services to the Everise Enterprise users.

Handling the resulting Incidents or Service Requests, using the Incident Management and Request Fulfillment processes, in line with Service Desk objectives.

Qualifications :

  • Candidate must possess a Bachelor's / College Degree in Engineering (Computer / Telecommunication), Computer Science / Information Technology, or equivalent
  • Minimum1 year experience in a professional Service Center environment providing IT support over the phone and via e-mail
  • Experience using current or recent Windows desktop platforms and current or recent MS Office suite
  • Experience supporting LAN’s, PC Hardware configuration, PC operating systems, and desktop software
  • Experience with Service Desk ticketing systems (Service Center Manager, Remedy, Service-Now, etc.)
  • Basic knowledge of network infrastructure devices and protocols; enterprise computer hardware / software and information systems
  • This includes basic networking concepts including TCP / IP, Subnetting, Routing, DHCP, and DNS
  • Support level knowledge of operating systems, applications, and associated hardware on such platforms as MS Windows desktop OS and MS Office Suite
  • Self-motivated and professional with excellent verbal and written communication skills. Customer-focused
  • Articulate and methodical
  • Ability to handle multiple tasks simultaneously and having a keen ability to make quick and accurate decisions
  • Ability to analyze challenging technical issues and develop new solutions in a timely and accurate manner
  • Good analytical and troubleshooting skills. Ability to think logically and be able to make correct decisions relative to fixing operational problems
  • Willing to work on shifting schedules, holidays, and weekends
  • Strong understanding of ITIL
  • Work experience in an environment that follows ITIL Best Practices
  • Incident Management experience- Managing incidents including business expectations and communication
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