Access Management Analyst
QUALIFICATIONS
- Must be a graduate of INFORMATION TECHNOLOGY or any COMPUTER related course
- Has 1- 2 years of experience as IT SERVICE DESK ANALYST, IT HELPDESK ENGINEER/TECHNICAL SPECIALIST
- Willing to work in a shifting schedule
- Willing to be assigned in MAKATI CITY
- Knowledge in TICKETING LIFE CYCLE PROCESS
- Knowledge in INCIDENT REQUEST and SERVICE REQUEST
- Has experience in using REMOTE TOOLS and TICKETING SYSTEM
- Excellent troubleshooting logic, customer service and telephone etiquette skills
- Intermediate knowledge of Microsoft-based operating systems (emphasis on Windows 10) and MS Office 2016 (emphasis on MS Word, MS Excel, MS Power Point and MS Outlook).
- Good knowledge of ITIL (Information Technology Infrastructure Library) is essential.
- Experience in Active Directory user lifecycle is required.
- Knowledge in remote communications applications/security (Citrix/Secure ID) is an advantage.
RESPONSIBILITIES:
- Responsible for ensuring accurate processing of new accounts and modification of employee accounts.
- Maintain a high degree of customer service for all support queries and adhere to all service management and client service principles of the Firm.
- Take ownership of issues or requests and be proactive when dealing with the issues, ensuring acknowledgement, timely updates and feedback on account administration.
- Log all interactions in the ticketing system, ensuring proper priorities are established and procedures are followed.
- Escalate complex issues to relevant IT support groups or arrange and coordinate external technical support where problems cannot be resolved in-house.
- Monitor the ticket queue and ensure all account-related requests and issues are resolved in an efficient timely manner.
- Serve as technical resource for account administration to answer questions, identify needs, make recommendations, and carry out research.
- Create and maintain documentation of account administration procedures, tip sheets, and other
- Documentation as needed to provide efficient flow of communication to the Service Desk and other IT groups including the knowledge base and intranet.
- Escalate complex issues to relevant 2nd and 3rd level IT Support teams.
- Participate in project teams as necessary.
- Contribute to team effort through effective communication, cooperation, and coordination with other team members.
- Maintain professional and technical knowledge by reviewing related professional publications.
- Secures network system by establishing and enforcing policies; defining and monitoring access.
- Ensure hardware and software security; perform all duties in accordance with copyright laws and licensing agreements.
Why Apply at Phil-Data?
Competitive salary package (commensurate with work experience)
Competitive commission and Incentives
Promotes work-life balance