L1 IT Service Desk Analyst

Become a part of our worldwide outsourcing team and discover opportunities like no other.

Welcome to a fun-filled journey with Emapta, where our vision is to empower you, our talented team members, to achieve your full potential and aspirations without the necessity of going abroad. Our deep-seated commitment lies in showcasing Filipino talent to the world, revolutionizing the workplace by offering sustainable global careers within exceptional working environments right at your doorstep. Whether you choose to work from the comfort of your home or in an office equipped with cutting-edge technology and a dynamic team, the possibilities are limitless.

Job Description

As L1 IT Service Desk Analyst, you will take on the crucial responsibility of delivering first-level technical assistance to all users, addressing queries and concerns related to computer hardware and software usage. This includes providing support for tasks such as printing, software installation, word processing, electronic mail, and operating systems, whether the issues arise locally or require remote assistance. Come and be part of our client’s exciting journey in the global outsourcing business!

Here’s an overview of your future role:

Employment Type: Full-time

Schedule: Shifting

Work Arrangement: Onsite: SM City Skyline, Clark Pampanga

Can you face the challenge? Here’s what you will do in this role:

Technical Support

• 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.

Ticket handling & SLA Management

• 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).

Communications & Documentation

• Give technical advice to all user problems wherein the user himself can do the solutions through email, IM or phone.
• Communicate the status of tickets directly with the customer based on defined SLAs.
• Document processes and procedures for maintenance and support.
• Manage and maintain the department’s technical documentations and reports.
• Should have IT Technical knowledge and able to communicate effectively with other teams.
• Work with internal and external teams to ensure requests are completed.
• Process and send IT reports.
• Suggest and implement service improvements.

Collaboration

• Responsible for installation, setup, roll-out & maintenance of the company's IT infrastructure.
• Participate in cross-functional projects, development of strategic plans for the desktop and network platform.
• Design, install & repair station cabling/jacks as needed on servers, desktops, routers, switches, network equipment etc.
• Assist in maintenance activities and disaster recovery testing.
• Collaborating with L2 for anti-virus compliance for all desktop platforms.
• Secondary support for anti-virus management including local desktop firewall component.
• Support and manage Active Directory environments, Servers and Workstations.
• Strong knowledge of malware remediation, hardware and software installations, upgrades and troubleshooting.
• Provide assistance or respond on after-office calls support should necessary.
• Participate in rotational 24x7 support.

Education:

• BS in Information Technology, Management Information Systems (MIS), or a similar program; or equivalent work experience

Experience Target:

• 1–2 years of experience in a similar capacity recommended

Technical Competency:

• Proficiency in three or more of the following:
• Desktop support for Windows 10/7/2000/XP/Vista
• Microsoft Internet Explorer/Office/Outlook
• Avaya or Nortel telephony
• Support and administration of Windows Server 2000/2003
• Microsoft IIS, ISA, or Exchange
• Active Directory 2000/2003
• Local Area Networks (Cisco or 3Com)
• Wide Area Networks
• Knowledge of TCP/IP
• ITIL experience and qualification would be advantageous
• Additional language skills to a technical level would be beneficial

Personal Competency:

• Strong customer service orientation
• Proficient in oral and written English
• Interpersonal communication skills and a pleasant demeanor are essential
• Ability to conduct technical diagnosis and analysis
• Assertive and resourceful
• Engaging with internal (core teams) and external stakeholders (clients/client staff)
• Possess a flexible attitude and broad knowledge of IT
• Willingness to rotate shifts as needed
• Ability to perform light manual tasks at a computer station in an office environment

Tempted Yet? Check out these perks we have to offer!

• HMO coverage with free dependent upon regularization
• Above-market salary
• Prime Office Locations (Easy access to MRT stations, restaurants, and banks)
• Standard government and Emapta benefits
• 20 days annual leave
• Career growth opportunities
• Diverse and supportive work environment
• Fun employee engagement activities

Why We Stand Out Among the Rest!

Emapta Philippines’ vision is to help you – and all our talented team members – reach your full potential and your dreams without the need to go abroad or even anywhere far from where you live. We are driven by a deep desire to showcase Filipino talent to the world and transform the Philippine workplace by creating sustainable global careers within amazing working environments, close to your home. Our culture of care and empathy, reflected in our 50/50 gender ratio, ensures you'll feel like part of the family from day one. Be part of a squad of dream chasers and world changers, showcasing Filipino talent to the world. With 18 strategically located offices and over 720 clients, you'll have the opportunity to make a positive impact daily, whether you prefer office-based or work-from-home options. Join us for a 100% virtual recruitment process and let's make magic together!

“At Emapta, you work directly with respected executives and international teams, in a fully transparent manner which positions you for continued career growth.”

Tim Vorbach, CEO

#EmaptaExperience