IT SERVICE DESK ANALYST - CEBU

Responsibilities
• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone, email, chat, voice mail, self-service etc.
• 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware
• Escalate unresolved calls to the infrastructure support teams
• Log all calls in the Service Desk ticketing tools such as ServiceNow, BMC Remedy, HPSM etc.
• Identifying the issue and categorizing / prioritizing the incident and service requests
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• Being compliant to all process and procedures
• Understand the SLA/SLOs of the accounts and work accordingly to deliver service to customers.

Qualifications:
• ITIL Foundation Certification is preferable but not essential
• Technical knowledge on troubleshooting Windows/MAC OS and Office applications

Requirements
• Excellent communication skills and telephone manner.
• Excellent organizational skills
• 1 years previous IT Service Desk and/or Call Centre experience required
• Strong knowledge of Microsoft based operating systems, Microsoft Office applications and MAC Operating systems
• Available to work in 24*7 rotational shifts