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Keywords / Skills : "IT Helpdesk", "Service Desk Analyst"

3 - 5 years
Posted: 2018-03-22

Nationality
Philippines
Industry
IT/ Computers - Software
Function
IT
Role
Technical Support Engineer
Education
Bachelors/ Degree
Posted On
22nd Mar 2018
Job Description
Responsibilities of the Technical Support Analyst include but are not limited to:
  • Be part of the IT Servicedesk and handle user contacts via phone/ email/chat regarding IT incidents and requests. 
  • Document user contact in the ITSM suite (ServiceNow) appropriately and process them as per standard operating procedures. 
  • 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. 
  • 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. 
  • If assigned to projects, work with project managers to ensure managed system changes/ tasks are completed to meet business requirements. 
  • Give input to the problem and knowledge processes based on daily work experience 
  • Identify the opportunities to improve overall operational performance & saving costs. 
  • Adherence to MDIT, Group policies and compliance 
  • Willingness and flexibility to travel as per business needs. 
  • Able to work on shifts (24 x 7 x 365) and on demand when business needs.
Skills
  • • Must be a 4-year course graduate (Bachelor’s Degree) 
  • Self-Motivated with the ability to work independently and with high personal integrity 
  • Strong service professionalism 
  • Very strong customer service mindset 
  • Excellent English skills – both Oral and Written (mother tongue level is preferred) 
  • Excellent knowledge and experience in ITIL Service Operation Module (v3), specifically on the below processes: 
  • Incident Management 
  • Request Management 
  • Problem Management 
  • Knowledge Management 
  • Strong fundamentals and knowledge on desktop support 
  • Proactive and focused on Continuous Service Improvements 
  • ITIL foundation training or certification (mandatory) 



About Company

ProV was founded in 2003 to reduce IT complexity by using services and technologies that don't get in the way - powerful enough to meet the complex demands facing today's enterprises. By streamlining processes, we help companies improve productivity and reduce errors while still saving money. We've assembled a great team to help streamline enterprise day-to-day processes and change how IT implementation, management and support work. Now, ProV is a team of over 600 peers across offices in the US, Germany, India and the Philippines.

Our Shared Mission and Values

Our mission is to help companies thrive by enabling all processes to work together effortlessly.
Our values are commitments to each other. They provide the backbone for our company processes and daily interactions. We believe that, in the long run, these commitments lead to a thriving culture and a more successful business, for ourselves and our customers.

Inclusion is part of our company culture and essential to ProV’s future. We continue to nurture and create opportunities for the next generation, relying on our talent pool’s diverse background to innovate and inspire. More importantly, we see hundreds of ProV employees speaking over 17 languages and working together. Our core values celebrate those differences and the rewarding experiences our customers enjoy
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