- Proficient in English (Read + Write + Speak) and customer centric.
- Very strong in technical Knowledge.
- Strong knowledge on OS related issues and guide customer.
- Strong in Analyzing all Microsoft related issues and if required co-ordinate with vendor to resolve the issues.
- Strong in analyzing the H/W related issues.
- Strong knowledge in identifying the root cause of software issues.
working experience on ITMS tools ( ServiceNow , Remedy etc) - Strong Knowledge Mobile device and mobile OS knowledge.
- Should be able to identify the process improvements and advise L1 team.
- Should be able to share the knowledge.
- Strong troubleshooting skills all type IT devices related issues
- Knowledge on secured connections , VPN etc.
- Knowledge on Remote tools ( Bomgar , team viewer , Remote desktop connection etc.)
- Good knowledge on ITIL process.
- Adhering to the customer policies and process.
- Should be flexible for shift.
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- The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR
- He / She should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents
- Proficient in English (Read + Write + Speak) and customer centric.
- Very strong in technical Knowledge.
- Strong knowledge on OS related issues and guide customer.
- Strong in Analyzing all Microsoft related issues and if required co-ordinate with vendor to resolve the issues.
- Strong in analyzing the H/W related issues.
- Strong knowledge in identifying the root cause of software issues.
working experience on ITMS tools ( ServiceNow , Remedy etc) - Strong Knowledge Mobile device and mobile OS knowledge.
- Should be able to identify the process improvements and advise L1 team.
- Should be able to share the knowledge.
- Strong troubleshooting skills all type IT devices related issues
- Knowledge on secured connections , VPN etc.
- Knowledge on Remote tools ( Bomgar , team viewer , Remote desktop connection etc.)
- Good knowledge on ITIL process.
- Adhering to the customer policies and process.
- Should be flexible for shift.
- IT Service Desk experience
- Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)
- Understanding of Windows 7 & 10 operating system
- Assisting with configuring/troubleshooting of Software and Hardware
- Experience working with ServiceNow to log, track, close tickets
- Experience in resolving IT issues via phone/email/chat
- Excellent telephone etiquettes and customer service
- Excellent troubleshooting skills
- Knowledge of Microsoft based operating systems with emphasis on Windows X
- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
- Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
- Basic understanding of PC hardware set-up and configuration.
- Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
- Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
- Willingness to work in 9 x 5 support environment including working on Weekends and Holidays.
- Excellent time management skills and ability to work under pressure
- Continuous commitment to professional development