HELPDESK ANALYST
Primary Purpose of Position
- Acting as the team’s Officer-in-Charge in the absence of the Senior Analyst and Helpdesk Team Lead.
- Provide quality front-line application support to the business for extended operating hours.
- Relieve the workload of corporate resources and improve their capabilities to deliver better results to the business
Key Responsibilities
( Under the leadership of the Helpdesk Team Lead, the following are expected in the role)
- Assist in coaching and mentoring Associate Help Desk Analysts to achieve team and individual performance standards and metrics.
- Respond to telephone calls, personal requests and emails requesting help relating to access to the clients.
- Respond to telephone calls, personal requests and email requesting help with the use of clients enterprise and the Portal.
- Identify critical system and network issues, escalate and liaise to the Senior Helpdesk Analyst, Helpdesk Services Manager or second-level technical support until resolution.
- Maintain relevant information in the Ticketing application.
- Prepare guides and documentation in relation to the identification and resolution of application support issues.
- Participate in system testing, UAT (User Acceptance Testing,) and implementation process for enhancements and issue resolutions
- Ensure Service Level Agreement and Standard Operating Procedures are met.
- Assist in coaching and mentoring
- Prepare guides and documentation
- Participate in System testing
Key Qualifications, Knowledge, Skills and Experience
Minimum 5 years’ of relevant experience in a technical support environment.
- Excellent communication skills on the telephone andvia email.
- Strong Customer service experience and/orfocus.
- Excellent problem analysis and resolution skills.
- Good working knowledge of Active Directory, Exchange and Office 365
- Should be able to troubleshoot general application (Office suite, Operating systems, VPN, IE)
- Experience with ERP systems such as Epicor or SAP would be desirable.
- Ability to work with unsupervised.
- Previous experience working in an in-house IT service.
- Strong understanding of SLAs / KPIs. - Goal-oriented, self-motivated and a team player.
- Willing to work on a 24x7shifting schedules including weekends and holidays
What We Offer

• Medical, Dental Coverage and Life and Accident Insurance from day 1 of employment
• Hybrid Setup (2 days/week, Office-based; 3 days/week, home-based)
• Internet Allowance
• Monthly Engagement Activities
• Convertible to Cash Vacation Leaves
• Paid Referral Program
• In-house learning programs and opportunities

Job Type: Full-time
Pay: Php30,000.00 - Php40,000.00 per month
Benefits:

• Health insurance
• Life insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Mandaluyong City: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• Active Directory: 3 years (Required)
• Workday: 1 year (Required)
• Microsoft Exchange: 1 year (Required)