Service Desk Analyst [L-1 SUPPORT]

An attractive Service Desk Analyst [L-1 SUPPORT] job has become available at a leading international recruitment consultancy based in Makati, Philippines. This is a role for an experienced service desk analyst who is preferably available immediately.

About the Service Desk Analyst [L-1 SUPPORT] Role:
In this business critical role, you will be responsible for the first line of support, delivering the highest quality of service alongside a team of service desk analysts.

Key Responsibilities:

• First level of support for all related queries and concerns
• Internal ITIL standards and best practices in resolving issues on a first level
• Proper escalation of tickets where issues are unresolved
• Incident logging using Cherwell, incident analysis and detection of potential problem
• Assessment of processes and troubleshooting if required
• IT documentation management

To succeed in this role, you must have substantial experience in enterprise or corporate user support.

Key Requirements:

• Must possess a bachelor’s degree
• Knowledge of and experience with internal ticketing tools such as ITSM and MS active directory
• Relevant knowledge and experience in Profile RPM or other CRM application, BI reporting tools, Surface Pros, Laptops, Phones (iOS and Android), Mitel
• ITIL certification or training (desirable)
• Use/understanding of Citrix Management Console (preferred)
• Deep knowledge of network concepts and VOIP
• Good knowledge of MS Windows 7/10, MS Windows 2008/2012 server, MS Office 2010/2016/365, MS Exchange 2010 and 365, Sophos Anti-virus, Mitel
• Strong communication skills with a professional approach and presentation
• Keen to work on a shifting schedule specific to EMEA and US

The successful service desk analyst will join a company whose expertise has made them one of the best in their field of expertise. This well-recognised brand offers a great working environment.

If you are a proactive, driven, capable of working under pressure, and enjoys working in a team, you can take your career forward with this exciting Service Desk Analyst [L-1 SUPPORT] role.

Apply now to learn more.