Assoc IT Support
Deltek
Philippines, Makati City
4d ago

Position Responsibilities

  • Primary daily responsibilities providing user account management for both Microsoft Active Directory related systems, and other business applications, following specific processes and guidelines to ensure that tasks are completed consistently and efficiently.
  • Receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy and proficiency
  • Assist with administration of mobile devices, Cisco phones, SCCM, Sophos Antivirus, MFA, and other related applications.
  • Preform weekly, monthly, quarterly, and annual compliance or audit-related tasks
  • Follow up on all assigned tickets or tasks to ensure proper response and satisfactory resolution, keep detail oriented documents and keep the customer or business partners updated of the status and resolution times.
  • Log all incoming tasks and requests in the incident tracking system and document all actions, to include all follow up conversations, status updates, troubleshooting steps, and resolution.
  • Contribute technical solutions to the IT Knowledge Base
  • Participate in rotating weekend on-call duty.
  • Participate in projects and initiatives as directed by the Service Desk Manager.
  • Qualifications

  • 3-5 years IT support experience on a corporate Service Desk or in another technical support role with a background in either Customer Service or as an IT Service Desk Analyst
  • Excellent writing, communication, and interpersonal skills
  • Strong Analytical, troubleshooting and problem solving skills
  • Demonstrated knowledge of PC / Laptop hardware components and basic troubleshooting, Windows networking, LAN / WAN, DNS, TCP / IP, Active Directory system administration tasks, and mobile devices
  • Proficiency in Microsoft products and operating system, certifications preferred
  • Familiarity with resolving remote connectivity issues
  • Ability to deal with multiple priorities in a fast-paced environment a must
  • A+ and ITIL V.3 certification a plus
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