Service Desk Analyst
at Diversify Offshore Staffing Solutions, Inc. in Philippines - Taguig

Service Desk Analyst at Diversify Offshore Staffing Solutions, Inc. in Philippines - Taguig

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Posted on July 27, 2017

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POSITION OVERVIEW

The role of the Service Desk Analyst is to support the effective functioning of the Health Clubs division's information technology network, applications, and desktop equipment through incident, problem and service request management.


GENERAL RESPONSIBILITIES:

  • Receive and log requests for support from business users or other service staff and/or users in the IT Service Delivery toolset; investigate problems and other requests for support and determine appropriate actions to take; prioritise requests in accordance with agreed service level criteria; escalate incidents to appropriate internal departments or third party ;
  • Providing application support and maintenance on Fitness First, Goodlife and Hypoxi business facing systems, by becoming a subject matter expert on the use of all aspects of these systems and applications 
  • Delivering support to business users of Goodlife and Hypoxi by investigating, resolving and escalating any application errors and ;
  • Working with the Service Desk Lead in identifying and proposing application system changes, better uses, enhancements and liaising with appropriate vendors, users and the wider IT ;
  • Proactively monitor applications and systems in the Health Clubs stack by regular monitoring of the report suites. Note any problems and identify performance trends. Plan corrective action to improve performance and to avoid problems arising 
  • Assist in the monitoring and maintenance of the information technology infrastructure.  
  • Supporting Desktop services for Windows PC and ensure the appropriate operation of the core applications:  
  • Google Apps for Work suite 
  • L1 SD Analyst will mainly be handling phone calls and L1 support for Goodlife employees/staff 
  • Tasks include basic troubleshooting and support for Active Directory services (password resets, creation of users, etc.), software installation, Google Applications, and training of users  
  • Document work through the relevant toolset; take part in team meetings and standups; and assist in presenting issues and solutions both orally and written 
  • Proactively meet the ticket closure/resolution rate as required by the business 
  • Other duties as ;
  • Respond to request for technical assistance via phone or email and diagnose and resolve technical hardware and software issues  
  • Provide user support and customer service on company - supported computer application and platforms; troubleshoot problems and advise on the appropriate action  
  • Monitor and respond quickly and effectively to requests received; Ability to identify and organize tickets according to priority and forward tickets to engineers and techs  
  • Maintain user authentication and ticketing system and respective logging for remote access and perform routine audits  
  • Report issues to Service Desk Level 2 support for escalation 
  • Stay current with system information, changes and updates and research questions using available information resources  
  • Able to react to change properly and handle other essential task as assigned 


POSITION REQUIREMENTS:

  • Must have advanced knowledge of Active Directory (Group, policies, etc.) 
  • Working knowledge of Google Apps for Work suite preferred but not required 
  • At least 2 - 4 years' of working experience in a similar position  
  • Thorough knowledge of Windows desktop operating systems 
  • Sound knowledge of LAN/WAN hardware infrastructures and ;
  • AU experience is highly desired  
  • Excellent analytical and problem solving ;
  • Excellent Communication skills, both written and verbal 
  • Ability to liaise with team and internal ;
  • Ability to work confidently ;
  • Must be a degree holder  


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