IT Service Desk Engineer

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.

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.

Why Apply at Phil-Data?

Competitive salary package (commensurate with work experience)
Competitive commission and Incentives
Promotes work-life balance

For Human Resource inquiries and career opportunities, you may also email us at jobapplications@phildata.com  or upload your profile here: http://www.phildata.com/phildata/careers/

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