Service Desk Analyst

Service Desk Analyst

Systemantech Incorporated
Metro Manila / NCR
1-2 years
Not Specified

Job Description

Incident Management:
Provide first item resolution to reported incidents from end.
Users within the areas he/she is assigned to. Achieve 2 hours response time and4 hours initial support time to all incidents assigned to him/her.
This will be achieved By troubleshooting, diagnosing and resolved problems at the first point of contract and/or Escalating the fault to Service Delivery Lead assigned to investigate and resolve.
Break-Fix Management and Escalation Management:
Achieve 24 hours up time and solutions for reported incidents if Unresolved during first diagnosis and troubleshooting.
Achieve 3 days turn-around time (TAT)For devices needing parts replacement or hardware fix.
This will be achieved by coordinating And escalating the fault of Service Delivery Lead to provide fast actions to unresolved cases.
Reports Management:
Assist in the preparation of regular scheduled reports. Collate incidents, Action taken and status update.
Client Relations:
​Establish professional client relationships to end users assigned to his/her locations.
Provide prompt update and solutions to end users inquiries and incidents.
To-achieve this must have strong rapport to end users, courteous and calm under pressure.

Systemantech is an IT Solutions and Services provider purposely built for organizations who want to sub-contract their IT Operation through simple manpower augmentation or for more complex outsourcing of IT Service Operation or Managed Services.

Our commitment is to improve our client's business operations through systems and best practice frameworks, providing competent professionals, and innovative technology to ensure continuous service improvement for exponential benefits of all parties.

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Functions : IT

Industries : Recruitment/Staffing/RPO

Skills/Roles I hire for: Programming and COmputer skills

level Hiring For: Junior Level, Mid Level, High Level, Top Management

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