Senior Service Desk Analyst (AU Retail, Office-based)
ConnectOS
- Mandaluyong City, Metro Manila
- ₱46,000-65,000 per month
- Permanent
- Full-time
- At least 3+ years’ experience in a service desk environment or call center.
- Sound knowledge of supporting Microsoft technologies, including MS Office suite, Exchange, Active Directory, Office 365, and Windows 10. ITIL foundations are desirable.
- Exposure to ServiceNow, Salesforce, Active Directory, SharePoint, and Point of Sales (POS) is desirable.
- Ability to support networking issues including cabling and wireless, remote access connectivity (VPN), IP telephony, and mobile devices.
- Excellent customer service and technical & troubleshooting skills.
- Demonstrated experience in leading a team of IT Service Desk and/or IT Operational departments within a complex multi-location business.
- Knowledge of the retail industry is highly desired.
- Ability to understand requirements and documentation procedures.
- Ability to work independently and as part of a team under pressure to meet deadlines.
- Effective communication and summarization skills for management and team members.
- Deliver first and second level support in a Service Desk setting. Handle calls and assignments from end users and colleagues professionally and follow standard procedures.
- Provide troubleshooting for various issues, from standard PC failures to critical outages.
- Manage distribution of approved software mechanisms. Test and implement desktop image updates and platform patches. Ensure strict compliance with licensing and maintain accurate inventory records.
- Maintain ownership of Team Member requests and incidents until resolved. Regularly communicate with the Team Member and coordinate with relevant support teams.
- Assist with account administration as needed. Offer advanced support to remote team members, addressing information security threats. Train and support junior staff in updated administration procedures if applicable.
- Maintain ticket hygiene by documenting incidents and requests in the CWR’s incident management system, while adhering to all quality documentation requirements.
- Take on the role of Snr Analyst in supporting application issue resolution and organizational tasks as needed.
- Ensure all relevant processes are documented and current. Develop and train others on new procedures for emerging applications or platforms where applicable.
- Other duties as assigned.
- Medical, Dental Coverage and Life insurance from day 1 of employment
- Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
- Competitive salary package and annual appraisal
- Financial Assistance Program
- Mandatory Government Benefits and 13th Month Pay
- Complimentary Sleeping Quarters, Coffee at no cost
- Complimentary Office Fitness and Wellness Facilities at no cost
- Regular Company Events, Work Life Balance, and Career growth opportunities
- Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA