Service Desk Analyst

Service Desk Analyst

Prov International (Philippines) Inc
Metro Manila / NCR
2 - 10 Years
Not Specified

Job Description

Position Summary

  • 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.
  • 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
Experience with following support tools is preferred but not mandatory:
  • ITSM Suite: ServiceNow (Eureka, Preferred)
  • DameWare (remote control tool)
  • Event Management tools (e.g. SCOM)
Technologies to support (not complete list):
  • Lync + Lync EDGE
  • Office Suite (Office 365/Office2013
  • Windows 7 (10) + Driver installation
  • Citrix
  • ServiceNow
  • Adobe Suites
  • Print Server
  • IFS (ERP system)
  • Support on various business applications according to SOPs
Experience
  • Must be Bachelors Degree Graduate
  • An ideal candidate in this position will have an overall experience with 1st / 2nd level support of more than 2 years and be fluent and easy to understand in English.


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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