Desktop Support Analyst

Desktop Support Analyst

NCH Customer Support Services, Inc.
Metro Manila / NCR
2 - 5 Years
Not Specified

Job Description

• Provide high level of support for main office in Gibraltar and remote offices
• Deliver the highest level of service, ensuring that established SLA’s and KPI’s are met and business/customer expectations exceeded. KPIs relate to:
o Time to First Response and Ticket Update Frequency
o Ticket Assignment ratio
o Knowledge Base & Documentation management
o Customer Satisfaction
o Project work as necessary
• Taking ownership and responsibility for all Service Desk calls logged managing the full ticket lifecycle. Using judgement to resolve incidents and change requests, escalating to technical teams as required.
• Build productive, effective relationships with customers, external service providers and internal IT teams and business departments.
• Deliver the highest level of service, ensuring that established SLA’s and KPI’s are met and business/customer expectations exceeded
• Assist all employees with the installation, configuration and on-going usability of their respective workstations, software applications and Internet / Intranet connectivity
• Work with vendor support contracts to resolve technical problems across all areas of the office technology service function
• Provide On-site Weekend Support as and when required for Projects and BAU
• Ensure workstations interconnect seamlessly with diverse systems and services including associated back office functions such as file and print servers, email services, application services and any other administrative services
• Provide direct support for mission critical business functions.
• Provide value added support to Telephony, Video Conferencing, Printing and office facility services
• Create documentation and Knowledge Base articles for procedural and troubleshooting information for IT Teams and customers
• Asset management provisioning and reporting
• Working hours/shift rota will be required to cover peak trading hours in the United Kingdom (GMT).

Qualifications and Educational Requirements
• Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree in Computer Engineering or Computer Science.
Specialist Skills and Experience Required
• Good understanding of the ITIL framework, with excellent knowledge of incident management
• Good communication skills and a friendly approach
• Excellent computer operating system skills, preferably demonstrated through the attainment of industry standard qualifications.
• Experience in troubleshooting hardware and software issues on both desktop and laptop platforms.
• Excellent computer software skills and detailed understanding of Microsoft applications and their functionality
• Familiarity with LAN, WAN and IP networks
• Knowledge of Apple Operating Systems and applications
• Ability to work under pressure and to tight deadlines.
• Good written and verbal communication skills with strong attention to detail
• Enthusiastic and strong hands-on, can do approach to problem solving
• At least 2 years’ experience working in a technical desktop support role
• A flexible approach to working hours may be required
• Previous experience in the eGaming industry (Casino, Poker, Sports) advantageous
• Ability to travel

At GVC, everything we do is for the good of entertainment. We’re the global players whose brands you’ll find in local communities, providing responsible sports betting and gaming that makes the world’s biggest live events even more memorable.

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