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Help desk Analysts

  • Job Posted Date : 2016-08-25 22:39:18
  • Job Reference : J362226295684574

Job Information

  • Industry : Computer & Information Technology
  • Job Position : Help desk Analysts

job descriptions:

    Position Title: IT Helpdesk Department: IT Reports to: IT Helpdesk Manager Country/Business Unit: Philippines Responsibilities 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. Key Accountabilities Additionally to all IT Help Desk Analyst responsibilities: Workload Management 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. Team player. Flexible with work hours. Customer service oriented.

Job synopsis

  • Salary : 000
  • Years of Experience : 1
  • Work Location : Luzon | NCR, Pasig City
  • 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: CLOSED

This Job Posting is already CLOSED

Company Information

  • 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.

How To Apply

You can also email us at or personally visit our office at 11/F Wynsum Corporate Plaza, 22 Emerald Ave., Ortigas Center Pasig City.
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