- Job Posted Date : 2016-08-25 22:39:18
- Job Reference : J362226295684574
- Industry : Computer & Information Technology
- Job Position : Help desk Analysts
Position Title: IT Helpdesk
Reports to: IT Helpdesk Manager
Country/Business Unit: Philippines
The IT Helpdesk is the first-line support for calls, emails and chat from both internal and external clients. The IT Helpdesk troubleshoots, diagnoses and resolves problems related to operating systems, hardware and software. These professionals must be great communicators and be able to translate their technical knowledge into actionable direction.
The IT Helpdesk will be responsible for, but not limited to the following tasks:
Handle voice and online communication incident and system requests.
Provide support to business channels on hardware, software and telephony related issues.
Identify, categorize, and assign/resolve ticket issues.
Perform initial diagnosis and first contact resolution whenever possible.
Log tickets into a Help Desk application for research, resolution or escalation.
Use a variety of resources to achieve incident resolution.
Train users in service request forms and other how-to procedures and encourage self-help and automation in basic processes.
Additionally to all IT Help Desk Analyst responsibilities:
Ownership of the group mailbox
Ensuring that data integrity, accuracy and SLAs are met by the team
Communicate and explain any process changes to the team
Ownership of the Operations Manual and other process documentation
Conduct process reviews and make suggestions for improvements
Coordinate any ad hoc projects
Have full knowledge of the operational process
Capable to work on and suggest a resolution to a complex issue connected to the process
Scope of Support:
Active Directory Related Issues
Email Issues – Android, Outlook, MS Exchange
OS issues – Windows
Software and Hardware Issues – RD Web, Sophos
Telephony Related Issues – Hard Phone, Soft Phone, Cisco IP
Work Station Issues
Anderson Group Core Values KPIs:
Refer to the Anderson Group Core Values as discussed in the Employee Hand Book.
To keep individual monthly productivity at a required level
To meet the agreed SLAs and keep accuracy on the agreed level
To keep the stakeholder satisfaction to the agreed level
Knowledge and Experience:
At least 2 years College
At least 6 months of experience in a similar position.
Must have a good understanding of personal computers, printers, servers, network and peripherals.
Must have a good understanding of Microsoft Applications.
Must have a good understanding of Active Directory, Firewall, Exchange Server and Network.
Competencies and Skills
Excellent communication skills.
Problem Analysis and problem solving.
Must have good attention to detail.
Resilient and adaptable to constant changes.
Flexible with work hours.
Customer service oriented.
- Salary : 000
- Years of Experience : 1
- Work Location :
Luzon | NCR,
- Benefits: Working with Anderson Group Philippines means being part of a dynamic global organisation that that is committed, dedicated, and driven. We seek to empower our employees, to nurture their talents, and develop them to be their best.
It is our goal to always provide quality service to our clients, but we know that the core of business is our very own people.
We think you’ll be a great addition to our team!
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- Job Status:
This Job Posting is already CLOSED
- Company Address : Ecotower Building Unit 1504, 32nd Street corner 9th avenue Bonifacio Global City, Taguig City Philippines
- Contacts : 25565199
- Company Info : Anderson Group Philippines is part of Anderson Global, with its headquarters set in the UK. Servicing thousands of clients throughout the world, Anderson Global specializes in recruitment, finance, contracting, leasing, BPO services, I.T. and software solutions, and consultancy.
For its Manila branch, Anderson Group Philippines delivers a suite of comprehensive solutions and world-class customer service. Its focus is on the core of its people and provides services that are like no other—an exceptional standard of solutions developed for its clients and partners. Its three core offerings are BPO Services, I.T. Solutions and Seat Leasing.
You can also email us at firstname.lastname@example.org or personally visit our office at 11/F Wynsum Corporate Plaza, 22 Emerald Ave., Ortigas Center Pasig City.