IT Helpdesk Analyst - Manila

IT Helpdesk Analyst - Manila

17 May 2019

Manila

IT

Our IT team in Manila is now looking for top Helpdesk Analyst to support Compass Offices regionally. This role is responsible for providing IT support and managing all IT related problems and service request.
Tasks includes installing and configuring computer systems, diagnosing hardware or software faults and solving technical problems, either over the phone, by email or face-to-face.

  • Provide first level technical support for all IT related incident, problem and request.
  • Log and update ticket in the ITSM Ticketing system.
  • Provide basic network technical support – WAN and LAN connectivity.
  • Monitor the monitoring and management system alerts and notifications of the Company
  • Perform rotational on-call responsibilities on nights and weekends
  • Address and resolve incidents and requests while engage other IT resources to resolve incidents that are beyond the scope of their ability or responsibility.
  • Maintain a high degree of customer service and adhere with the group’s process and procedures at all times.
  • Ensure that response and resolution time are meet as defined in the SLA.
  • Understand the escalation and major incident processes.
  • Document, maintain and update the knowledge base database as required.
  • Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
  • Assist the local centre team and provide onsite support when needed.
  • Provide other IT related support as needed.

  • Must be a Bachelor/College Degree in Computer Science/Information Technology or equivalent.
  • Minimum 2 years experience in Service Desk with experience MicrosoftO365, Active Directory and IT Technical Support
  • Willing to work in a shifting schedule, holidays and weekends
  • Fluent communication skills (verbal and written) in English language.
  • Experience in using IT Service Management (ITSM) tools and/or IT ticketing system
  • ITIL Foundation Certificate would be an advantage but not required.
  • Must have knowledge on the following :
    • Windows 10 or higher
    • MS O365
    • MS Active Directory
    • MS Office including Outlook
    • Common IT applications and Hardware (Desktop, laptop, printer)
    • Basic networking (WIFI & LAN)

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