IT Helpdesk Taguig City

IT Helpdesk
Employment Type : Full Time
Minimum Experience : Experienced
Number of positions : 3

Position Title

IT Help Desk Analyst

Department

IT

Reports To

IT Help Desk Manager

Country/Business Unit

Philippines

 

 We Offer Great Perks such as:

Chance to go to the UK for Training
Free meals (then subscript of once a month)
Above Industry Compensation Packages
With 20% Night Differential
UK Working Hours
Mostly Weekends Off!


Responsibilities

The IT Help Desk Analyst is the first line of support for calls, chat and emails from both internal and external clients.

 

The IT Help Desk diagnoses, troubleshoots and resolves problems related to operating system, hardware and software.

 

The IT Help Desk Analyst will be responsible for, but not limited to the following tasks:

 

  • Handle voice and online communication incident and system requests
  • Provide support to business channels on hardware, software and telephony related issues
  • Identify, categorize, and assign and resolve ticket issues
  • Perform initial diagnosis and first contact resolution whenever possible
  • Log tickets in a Help Desk application for research, resolution or escalation
  • Use a variety of resources to achieve incident resolution
  • Train users in service request forms and other how-to procedures and encourage self-help and automation in basic processes

 

Key Accountabilities

Additionally to all IT Help Desk Analyst responsibilities:

 

  • Workload Management
  • Ownership of the group mailbox
  • Ensuring that data integrity, accuracy and SLAs are met by the team
  • Communicate and explain any process changes to the team
  • Ownership of the Operations Manual and other process documentation
  • Conduct process reviews and make suggestions for improvements
  • Coordinate any ad hoc projects
  • Have full knowledge of the operational process
  • Capable to work on and suggest a resolution to a complex issue connected to the process

Scope of Support

Active Directory Related Issues

Email Issues – Android, Outlook, MS Exchange

OS issues - Windows

Software and Hardware Issues – RD Web, Sophos

Telephony Related Issues – Hard Phone,  Soft Phone, Cisco IP

Work Station Issues

Anderson Group Core Values

 

KPIs

Refer to the Anderson Group Core Values as discussed in the Employee Hand Book.

  • To keep individual monthly productivity at a required level
  • To meet the agreed SLAs and keep accuracy on the agreed level
  • To keep the stakeholder satisfaction to the agreed level

Knowledge and Experience

At least 2 years College

 

At least 6 months of experience in a similar position.

Must have a good understanding of personal computers, printers, servers, network and peripherals.

Must have a good understanding of Microsoft Applications.

Must have a good understanding of Active Directory, Firewall, Exchange Server and Network.

Competencies and Skills

Excellent communication skills.

Problem Analysis and problem solving.

Must have good attention to detail.

Resilient and adaptable to constant changes.

Team player.

Flexible with work hours.

Customer service oriented.


You can also email us at phrecruitment@andersongroup.uk.com or personally visit our office at 11/F Wynsum Corporate Plaza, 22 Emerald Ave., Ortigas Center Pasig City.


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