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SERVICE DESK ANALYST

KMC Work Location: SM AURA

Location: Taguig City, Metro Manila

Date Posted: 2022-09-06

Hiring Organization: KMC Solutions | XTN-F240605

Career Category: Network /System / Database Administration

Salary: ₱45,000.00 - ₱50,000.00

Position Summary

The Service Desk Analyst is responsible for delivering first class service, advice and technical support to Eze Castle clients, through the highest standards of customer service, efficiency, knowledge and integrity. This includes working daily advanced support incidents and requests focusing on desktop and light server troubleshooting, hardware/software installation from our Remote Service Desk. The candidate will interface with high profile financial industry clients daily thus requiring the highest level of presentation, communication and professionalism.

 

Position Requirements

  • The ideal candidate is responsible for providing our clients with ‘best in class’ service for any and all desktop-related issues they may have. The Service Desk Analyst will be supporting clients remotely over the phone and utilizing remote connection tools from one of the ECI offices 
  • Maintain a high level of customer satisfaction from work performed
  • Maintain a high level of communication both written and verbal, which includes service ticket ownership to ensure issues are resolved in their entirety, and the end user is satisfied
  • Experienced in resolving end user incidents and requests
  • Communicate and collaborate with Service Desk escalation technicians and engineers to solve 
  • Document time and notes in each service ticket as the work is happening. 
  • Work with and follow up with vendors and partners concerning their product and service issues
  • Using a strong attention to detail, identify opportunities for improvement the client experience to reduce support calls
  • Build rapport and elicit issue details from end users
  • Troubleshoot and resolves issues following ECI standards and industry best practices
  • Identify issues that should be recorded in a global and client specific knowledgebase
  • Perform other duties as assigned
  • Maintain an ambitious attitude towards learning and training for products both ECI specific and industry wide

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Technical Requirements

  • Exceptional Windows 8,10 Operating System troubleshooting and configuration
  • Exceptional MS Office Suite including Office 365 installation and administration (Outlook), configuration, and troubleshooting required 
  • Active Directory Administration
  • Experience working a service desk ticketing system (ConnectWise, Jira etc)
  • Exceptional NTFS Administration required
  • Citrix & VPN administration & troubleshooting required (Azure experience is preferred)
  • Experience troubleshooting Microsoft Distributed Name Space (DFS)
  • Experience troubleshooting Group Policies, DNS
  • Experience troubleshooting file and print services
  • Desktop software installation, configuration, and troubleshooting
  • Strong MDM Support and administration required 
  • Experience with Avaya voice administration
  • Experience with Enterprise Antivirus and Spyware software
  • macOS experience a plus

 

Position Requirements

  • College diploma or University degree in the field of Computer Science or equivalent
  • 2-3 years working in a support, service, or Tier 2 service desk role
  • Exceptional customer service orientation
  • Experience working in a team-oriented, collaborative environment.
  • Knowledge of financial business level technologies
  • Exceptional written and oral communication skills
  • Strong documentation skills
  • Demonstrated empathy skills
  • Ability to absorb and retain information quickly
  • Ability to present ideas in user-friendly language
  • Highly self-motivated and directed
  • Sharp attention to detail
  • Proven analytical and problem-solving abilities
  • Capable of Multitasking in a high pace environment, effectively and efficiently.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment

 

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!