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    Service Desk Analyst - Metro Manila / NCR, Pilipinas - Prov International (Philippines) Inc

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    Part time
    Paglalarawan
    Responsibilities of Service Desk Analyst includes but are not limited to:

    â–a Be part of the Noble's IT ServiceDesk and handle user contacts via phone/ email/chat regarding
    IT incidents and requests.
    â–a Document user contact in the ITSM suite (ServiceNow) appropriately and process them as per
    standard operating procedures.
    â–a Perform initial level diagnosis and use technical/logical skills and our Knowledge database to
    troubleshoot IT incidents so as to restore services as quickly as possible.
    â–a Work with 2nd and 3rd level teams which can be internal/ external vendors as part of ticket
    resolutions. Keep users updated on the course of the ticket.
    â–a If assigned to projects, work with project managers to ensure managed system changes/ tasks
    are completed to meet business requirements.
    â–a Give input to the problem and knowledge processes based on daily work experience
    â–a Identify the opportunities to improve overall operational performance & saving costs.
    â–a Adherence to MDIT, Group policies and compliance
    â–a Willingness and flexibility to travel as per business needs.
    â–a Able to work on shifts (24 x 7 x 365) and on demand when business needs.
    â–a Other tasks/responsibilities that may be asked from time to time
    Documentation and record responsibilities
    â–a Ad hoc reporting of support related performances
    â–a RCA reports for recorded IT issues
    â–a Record user feedback to IT services and report to service owners
    Qualification requirements
    â–a Bachelor's degree in Computer Science or similar field or equivalent experience
    â–a Excellent and experienced people skills
    â–a ITIL Foundation or similar process framework experience for more than 1 year
    â–a Proactive, identifying issues before they become problems and capable of following a task all
    the way to the end
    â–a Excellent English skills, spoken and written
    â–a Quality conscious, structured, service professional
    â–a ServiceNow experience (ITSM tool)
    â–a Knowledge within the following technologies:
    o Networking and server hardware
    o Active Directory
    o MS Windows 10
    o Office 365

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