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.