Desktop Support Analyst 2
- Cebu City, Cebu
- Permanent
- Full-time
- Serve as the “go to” hands on IT resource for a respective site
- Identify pain points or persistent issues and escalate as required
- Perform field support functions associated with internal and external customer-based needs
- Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.
- Configure, deploy, maintain and troubleshoot desktops, laptops, printers, ip phones, mobile devices, and telecommunications devices including accessories related to end user equipment
- Maintain inventory of installed software and hardware
- Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule
- Seek and drive opportunities within the End User Services team to streamline tasks and improvements to service
- Lead complex troubleshooting investigations to accepted resolution while closing out appropriate internal responses to drive continuous improvement & knowledge
- Documents all calls, troubleshooting efforts, and resolutions in the company Service Management ticketing system while keeping end user always informed
- Ensures that work is carried out within the established Service Level Agreements (SLA)
- Follows established escalation and notification procedures
- Alerts People Leader to outages, priority issues, recurring problems
- Provides emergency after-hours senior executive support as required
- Provides after-hours on-call support when needed
- Adheres to the department and the Company’s policies, procedures and established best practices
- Ensures high degree of customer satisfaction throughout service delivery
- Mentors less experienced team members on technical resolution of complex problems and procedures
- Creates and/or revises existing technical documentation and procedures
- Provide assistance and or information if needed to Asurion Technical Operations Center (ATOC) during critical incidents onsite
- Trusted to use the following tools to support desktop, laptop, and software management
- Asset Management
- Software Delivery
- Remote Control
- Active Directory
- Work as an extended resource to other IT Support teams to setup, troubleshoot, install/upgrade, and decommission of equipment
- Onsite Servers
- Onsite Telephony
- Onsite Network