🌟 We're Hiring: Service Desk Analyst! 🌟

Are you a tech-savvy professional passionate about delivering exceptional IT support? Do you thrive in a fast-paced environment where problem-solving and customer service go hand in hand? If so, we want you on our team! As a Service Desk Analyst, you will play a crucial role in ensuring seamless IT operations by providing frontline technical support to end users. This role offers a dynamic and engaging work environment where every day presents new challenges and opportunities to learn and grow.

📍 Location: Taguig, Philippines

⏰ Work Mode: Hybrid (AU shift)

💼 Role: Service Desk Analyst

Key Responsibilities Skills & Competencies

• User Support

• Serve as the first point of contact for users seeking technical assistance via phone, chat, and email.

• Diagnose and resolve technical issues related to hardware, software, and network connectivity.

• Assist users with account access, password resets, and system navigation.

• Provide guidance on IT-related inquiries and best practices.

• Offer real-time troubleshooting and resolution to minimize downtime.

• Incident Management

• Log, track, and manage incidents and service requests from initiation to resolution.

• Analyze incidents for trends and escalate recurring issues to senior IT teams.

• Collaborate with other support teams to ensure prompt resolution of complex technical problems.

• Maintain accurate records of reported incidents and resolutions in the IT service management system.

• Ensure all service requests meet Service Level Agreements (SLAs) and performance benchmarks.

• Communication

• Communicate effectively with users to understand their issues and provide clear, concise solutions.

• Keep users informed about the status of their service requests, estimated resolution times, and any relevant updates.

• Provide regular updates and reports to IT management on incident trends and user concerns.

• Educate users on IT policies, security best practices, and self-service tools.

• Documentation & Knowledge Management

• Maintain detailed records of support activities, troubleshooting steps, and resolutions.

• Develop and update knowledge base articles, FAQs, and troubleshooting guides.

• Document recurring issues and share insights to improve IT service delivery.

• Contribute to continuous improvement initiatives by recommending process enhancements.

• System Maintenance & Administration

• Perform routine system maintenance, updates, and software installations.

• Assist with the setup and configuration of new user accounts, hardware, and software.

• Support IT teams in deploying new tools, patches, and security updates.

• Ensure proper inventory management of IT assets and peripherals.

• Security & Compliance

• Provide basic guidance on online security, data protection, and best practices.

• Ensure adherence to company security policies, IT governance frameworks, and compliance standards.

• Assist with access control management, including permissions, user accounts, and authentication processes.

• Identify and report potential security risks or vulnerabilities.
  
  

Technical Skills

• Strong troubleshooting skills for both hardware and software-related issues.

• Proficiency with various operating systems, including Windows and macOS.

• Familiarity with IT service management tools such as Freshservice, ServiceNow, or similar platforms.

• Basic understanding of networking concepts, including LAN, WAN, VPN, and Wi-Fi troubleshooting.

• Experience with remote support tools and desktop virtualization technologies.
  
  

Communication Skills

• Excellent verbal and written communication skills.

• Ability to explain complex technical issues in a clear, non-technical manner.

• Strong active listening skills to understand user needs and concerns effectively.
  
  

Problem-Solving & Analytical Thinking

• Logical and analytical approach to diagnosing and resolving technical issues.

• Ability to identify patterns in incidents and suggest proactive solutions.

• Strong attention to detail and the ability to prioritize tasks efficiently.
  
  

Customer Service Orientation

• Friendly, patient, and empathetic approach when assisting users.

• Ability to remain calm and professional in high-pressure situations.

• Commitment to delivering a high standard of customer service and satisfaction.
  
  

Organizational & Time Management Skills

• Ability to multitask and manage multiple support requests effectively.

• Strong documentation skills to ensure accurate and up-to-date records.

• Capacity to follow established IT processes and procedures meticulously.
  
  

Qualifications & Experience

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field (preferred but not mandatory).

• Experience: Minimum of 3 years in an IT support, technical helpdesk, or service desk role.

• Certifications: Optional but advantageous, such as:

  • CompTIA A+

  • ITIL Foundation

  • Microsoft Certified: Modern Desktop Administrator Associate

• Additional Skills:

  • Prior experience in a technical support or customer service role is beneficial.

  • Exposure to enterprise-level IT environments and remote support tools.

  • Familiarity with cloud-based applications and collaboration tools.