Service Desk Analyst

PURPOSE:

The Service Desk analyst is the point of contact for reporting IT related incidents and requests. Using a ticketing system and other tools, employee concerns are logged, monitored and pursued to a satisfactory conclusion within the prescribed service level agreements.

DUTIES AND RESPONSIBILITIES:

• Receive, respond, log/ticket, and triage reported incidents and service requests coming from different channels (phone, email, messaging and other means)

• Conduct initial troubleshooting, investigation and resolution, referring to support knowledge base and redirecting to self-service facilities as appropriate

• Escalate issues and requests to designated resolvers, providing initial information, monitoring to completion and providing regular updates

• Ensure compliance to service level agreements • For systems changes, disruptions and general dissemination of information, be able to send appropriate advisories, including coordination with other stakeholders

• Participate in information security, data privacy, business continuity and other compliance and operational audit activities

• Prepare reports, as required

• Monitor idle IT assets and coordinate defective units with vendors for diagnosis and repair.

• Maintain and contribute to improvement of records, policies, procedure documents and user guides, knowledge base and other information repositories -- keeping information, accurate and secured

• Participate in customer education, including preparation of suitable training materials

• Comply with the organization's Information Security and Management System (ISMS), Quality Management System (QMS), Data Privacy and other regulatory requirements

• Work with other members of the CIT Group and external partners to assess and improve processes, systems and tools

QUALIFICATIONS:

A. Minimum Education

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

B. Minimum Experience/Training

• At least 1 year/s of experience in IT support, helpdesk, or service desk operations.

• Basic knowledge of IT troubleshooting, network troubleshooting, Windows/macOS systems, and Microsoft Office.

• Familiarity with incident/request management, Active Directory, and ticketing tools.

• Strong communication skills for interacting with end-users and escalating issues appropriately. C. Location Requirement

• Applicant must reside within Metro Manila, preferably Makati or Taguig.

WORKING CONDITIONS:

• Can handle multiple tasks and work well under pressure

• Can work onsite in Makati

• Must be willing to work on-call and on extended hours