1st Line Service Desk Analyst
700.00 Dollar US$

1st Line Service Desk Analyst

Manila, Metro Manila, Philippines Published date: April 4, 2018

Role purpose: To provide initial point of contact and support to customers, assisting them with IT hardware and software problems via phone, email or remote assistance. This position is working from home only.

To provide technical support; answering support queries via phone, email & self service
• Supporting staff via remote assistance, providing a high level of resolution at first contact
• To maintain a high degree of customer service for all support queries, adhering to all service management principles (Incident Management Process)
• To take ownership of user Incidents and be proactive when dealing with user issues
• To log all calls on the Service Desk toolset, maintaining a log of any software or hardware problems detected
• To capture accurate and truthful information from users on all incidents & requests, ensuring CI relationships are highlighted (Asset Management)
• Respond to requests from users and help them resolve hardware or software requirements
• Support users in the use of IT equipment by providing necessary guidance and advice.
• To escalate more complex calls to Senior level technicians/Service Desk Manager (to include Infrastructure/Problem Manager were dictated)
• To work with 3rd party technical support where incidents or requests cannot be resolved internally
• To highlight trends and major incidents to 1st line team leader immediately
• Complete scheduled and project work
• Monitor all Out of hours (UK Time: 6:00pm – 8:00am) workload and scheduled tasks.
Notify the Team Leader and the day-shift team with an End of Day Report via an email as part of the handover of the Out of the Hours shift.

Service :
• Meet service level targets for creation, resolution and closure of service desk calls on a monthly basis
• Maintain an acceptable level of service to the customers and business
• Meeting SLA’s as agreed within yearly requests
• To correctly categorise incidents and set applicable priorities by impact vs severity
• Consistent approach to all service desk calls
• Ability to escalate complex service issues
• To maintain and deliver IT knowledge and process documentation where required

Governance and Process :
• Follow approved Incident Management & Service Request processes for all service related issues
• Follow approved escalation procedures for all complex issues
• Values met
• Follow approved Phone Support Process to ensure a consistent approach for all users
Experience :
• Previous support experience within an IT support environment or similar role supporting customers
• Experience with using and troubleshooting Microsoft Office 2010 (2013) with emphasis on MS Outlook, MS Word, MS Excel and MS PowerPoint
• Experience with using and troubleshooting Windows 7 & iOS 8x/9x
• An understanding of ITIL, ITIL’s framework and how this applies to the IT Function

• Experience in supporting Users in a Citrix Environment
• Use of ITIL based incident/request logging tools

Skills :
• Excellent telephone & customer service manner
• Good understanding of IT hardware set-up and configuration
• Focused on quality
• Good customer service skills
• Self-motivated
• Excellent interpersonal skills
• Good organisational skills to ensure that company processes and procedures are put in place

• Knowledge of supporting Citrix environments
• Windows 10/8/7
• Basic Office 365
• Microsoft Office 10/13/16
• Internet Connection – min 8 mbps

    Contact publisher

    Enter the words above:

    Ayosdito MANILA BCA - Cebu / Manila bulletin Classifieds ads philippines Free ads posting online uses www.realizzazionesitiweb.mobi free classified ads philippines, online selling, buy and sell, free ads posting of mindanao, palawan, cordillera, luzon, visayas, manila, cebu, etc