Service Desk Analyst

LOCATION: Pasig
WORK SETUP: Hybrid (2 days onsite per week)
WORK SCHEDULE: Schedule rotates since the team is 24x7. ---willing any shift

QUALIFICATIONS:
- Candidate must possess a Bachelor’s Degree in Computer Engineering, Computer Science, Information Technology, or equivalent.
- Preferably with at least 1 year of working experience in IT or a technical support-related field.
- Knowledgeable and with hands-on experience in supporting the following key technologies:
- Microsoft Office Applications, Azure Active Directory, Microsoft Exchange, Microsoft Intune, Microsoft Office 365, Microsoft SharePoint, Microsoft OneDrive, Microsoft MS Teams
- Microsoft Windows Server
- Windows 10/11 Enterprise, Mac, IOS, and Android
- Good exposure to and awareness of foundational concepts for VPN, DHCP, DNS, SSL, SMTP, etc.
- Self-motivated, well-organized, and possesses a great customer service mindset/skills.
- Excellent oral and written English communication skills.
- Fast learner with the ability to adapt to a fast-paced/changing environment.
- Possesses a strong sense of urgency and accountability.
- A team player who is able to collaborate and communicate across teams.
- Willing to be assigned to a shifting schedule.

**Roles and Responsibilities:**
- Provides first-line support via different support channels: phone, chat, and/or email.
- Logs and manages helpdesk support tickets and requests.
- Offers first-level onsite and/or remote support for software issues and requests, including but not limited to standard Windows OS, Microsoft applications, business applications (Adobe, Salesforce, Zoom, etc.), and Mac. Diagnoses and resolves technical hardware and software issues.
- Leverages existing knowledge base and proactively contributes solutions to resolve cases.
- Handles the escalation process and coordinates with other service teams as necessary.
- Identifies technical and process opportunities and provides recommendations.
- Ensuring a high level of customer satisfaction through effective communication and problem-solving.
- Builds strong rapport with users and service teams.
- Meets business objectives and team targets defined by SLA and performance scorecard.
- Continuously improves and upgrades technical knowledge and skills through training.
- Initiates and/or works on assigned projects.
- Creates communication materials for newsletters to enhance user awareness.
- Performs other duties as assigned by the Team Lead.