Service Desk Analyst, I

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver prompt and precise tier-one technical support via incoming call and email channels.

• Oversee tickets created by Network Management Systems to identify critical network issues.

• Resolve issues, diagnose problems, and escalate to the appropriate service provider when necessary.

• Enforce system security protocols and identity verification standards.

• Create user accounts and assign access rights to clients when applicable.

• Offer outstanding customer service while educating clients on system operations and applications.

• Utilize the Knowledge Base to research, resolve, and respond to incidents and requests through phone and email.

• Provide troubleshooting and innovative solutions for basic to moderately complex user issues.

• Manage the incident process by following up with support staff and affected users.

• Assist with User Account Management projects and tasks as necessary.

• Deliver onsite support at client locations as required.

• Maintain an understanding of ITIL incident-management best practices.

• Participate in the onboarding and training of new employees.

• Develop technical documentation for the Service Desk knowledge base.

• Engage in team projects aimed at enhancing Service Desk quality or efficiency.

• Incorporate feedback from management, the Quality Assurance Program, and monthly KPI metrics.

• Communicate trends in problems and unresolved issues to Service Desk staff and management.

• Utilize clients’ on-call processes for escalation when necessary.

• Monitor corporate email for maintenance updates, outage scheduling, process changes, and other essential information.

• Provide coverage for customer contact queues during at least three holidays each year.

⛳️ Requirements

• Preferred: College degree, technical school, or equivalent experience.

• Strong oral, organizational, and written communication skills.

• Minimum of 1-3 years’ experience in a Help Desk/Service Desk or related IT role.

• Minimum of 1-3 years’ experience in troubleshooting and administering Google Workspace.

• Minimum of 1-3 years’ experience providing support for Apple MacOS.

• Fundamental knowledge of PCs, operating systems, applications, networks, and hardware concepts.

• Strong analytical and problem-solving abilities.

• Capability to work collaboratively with others to achieve team objectives.

• Preferred certifications: CompTIA A+, Network, Microsoft Certifications, and other industry-recognized credentials.

• Experience with setting up email accounts, VPN, and Citrix is favored.

• Familiarity with Active Directory, Microsoft Office 365, Microsoft Servers, and iOS as it relates to iPhone, MacBook, and iPad.

• Ability to work shifts of 8 hours per day, 5 days a week.

• Capacity to operate in a 24/7 Service Desk environment, with the possibility of shift changes over time.

• Willingness to provide coverage on Saturdays or Sundays on an ongoing basis.

• Must possess a personal mobile phone that is compatible with US standards for MFA access to Netrix systems.

• May be required to undergo a biometric background check based on customer specifications.

🏝️ Benefits

• Attractive compensation package.

• Comprehensive group benefits designed to meet the needs of you and your family.

• Flexibility in work arrangements.

• Time off as needed.

• Casual workplace atmosphere.

• Option for remote or home office work.

• Some travel may be necessary.

• Reasonable accommodations available for individuals with disabilities.