L1 IT Service Desk Analyst

TECHNICAL & HELPDESK SUPPORT (Staff)
Emapta
2/F and 7/F JAKA, Ayala Ave, Legazpi Village, Makati, 1229, Ayala Ave, Makati, 1226 Metro Manila, Filipina
Manila - Luzon - Philippines
Lamar Sekarang       Simpan Pekerjaan

DESKRIPSI PEKERJAAN

Categorize and prioritize tickets based on Impact, Urgency and relative Service affected, leading to appropriate SLA target response and resolution times. Manage the entire service request process ensuring adherence to SLA. Execute service requests as per the SLA. Inform/Escalate to the appropriate management level issues that are near breaching SLA or requiring immediate attention. Endorse/Escalate tickets to the appropriate functional/resolver group. Track the progress of tickets during its entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Ticket records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
REQUIREMENT

Provide 1st level technical assistance to all users concerning the use of computer hardware and software, including printing, software installation, word processing, electronic mail, and operating systems locally or remotely. Perform diagnosis and troubleshooting of issues aimed towards resolution/fulfillment of a ticket. Provide timely and accurate support of incidents and requests while maintaining a balance of overall work team responsibilities. Analyze, diagnose and resolve end user problems and suggest corrective solutions. Extend remote support for other site users. Monitor, receive and register all incidents and/or service requests raised via email or phone call, through to the IT Ticketing System. Analyze the performance of hardware and software interfaces and identify alternatives for optimizing the usage of computer resources. Complete service requests regarding software and hardware problems.

DETAIL LOWONGAN
  • Umur -
  • Min GPA -
  • Min. Qualification S1/D4
  • Min Experience Staff

LOKASI KERJA

Alamat

Manila

GAMBARAN PERUSAHAAN

-

https://emapta.com/

250-500

Formal

Tagalog

Konsultan

63285400026

monday - saturday

-

FOTO PERUSAHAAN

Lokasi Perusahaan 2/F and 7/F JAKA, Ayala Ave, Legazpi Village, Makati, 1229, Ayala Ave, Makati, 1226 Metro Manila, Filipina