Service Desk Specialist
RELX
- Manila City, Metro Manila
- Permanent
- Full-time
- Performs Active Directory and MS Exchange administration which include: user account resets and modifications, add accounts to appropriate security groups, modify quotas on Windows servers, create and modify distribution list, create and modify shared mailboxes, and modify SMTP addresses.
- Diagnose and solve issues with single and multi-user systems using maintenance tools and problem solving skills.
- Establish and adhere to service level response and resolution times for all systems.
- Coordinate between employees and 2nd/3rd level IT Support for issues not under the 1st Level scope of the Service Desk Team.
- Effectively communicate to management, team members, and various customer groups.
- Demonstrate a propensity to take ownership in learning new business and technical skills to develop processes or applications to enhance the group's ability to achieve its goals.
- Capable of performing individual contributor roles and where needed work in a team environment.
- All other duties as assigned
- Knowledge of PC hardware and architecture and Desktop Operating System internals
- ITIL Certification/Knowledge in IT Service Management
- Required knowledge/competencies in: Windows 10/Windows 11, MS Office, Web Browsers, TCP/IP Client Software, Acrobat Reader, Instant Messaging tools, Virtual Machine, Active Directory, Service Now, VPN
- Familiarity with supporting iOS devices, Mac OS
- Understanding of network protocols for a LAN and WAN including remote connectivity.