L1 IT Service Desk Analyst

Become a part of our worldwide outsourcing team and discover work life balance like no other.

Give your career an upgrade as in an environment that knows what matters most. Here we prioritize not only your professional growth but also your personal wellbeing. Enjoy the rare perk of striking a harmonious balance between work and life with ample free hours postshift to focus on what truly matters to you. Join a team where your contributions not only drive business success but also enhance the quality of your own life. And be part of our client s exciting journey in the global outsourcing business!

As a Service Desk Analyst you will take on the crucial responsibility of delivering firstlevel technical assistance to all users addressing queries and concerns related to computer hardware and software usage. This includes providing support for tasks such as printing software installation word processing electronic mail and operating systems whether the issues arise locally or require remote assistance.

• Bachelors degree in information technology computer science or a related field.
  
• Minimum 1 year of experience in a similar IT Service Desk or technical support role.
  
• Proven experience in handling complex technical issues and providing effective solutions.
  
• Experience with any ticketing tool.
  
• Proficient in troubleshooting hardware software and network issues.
  
• Ability to adapt to changing priorities and handle multiple tasks simultaneously.
  
• Ability to collaborate effectively with crossfunctional IT teams.
  

Technical Support

• Provide 1st level technical assistance to all users concerning the use of computer hardware and software including printing software installation word processing electronic mail and operating systems locally or remotely.
  
• Perform diagnosis and troubleshooting of issues aimed towards resolution/fulfillment of a ticket.
  
• Provide timely and accurate support of incidents and requests while maintaining a balance of overall work team responsibilities.
  
• Analyze diagnose and resolve end user problems and suggest corrective solutions. Extend remote support for other site users.
  
• Monitor receive and register all incidents and/or service requests raised via email or phone call through to the IT Ticketing System.
  
• Analyze the performance of hardware and software interfaces and identify alternatives for optimizing the usage of computer resources.
  
• Complete service requests regarding software and hardware problems.
  

Ticket handling & SLA Management

• Categorize and prioritize tickets based on Impact Urgency and relative Service affected leading to appropriate SLA target response and resolution times.
  
• Manage the entire service request process ensuring adherence to SLA.
  
• Execute service requests as per the SLA.
  
• Inform/Escalate to the appropriate management level issues that are near breaching SLA or requiring immediate attention.
  
• Endorse/Escalate tickets to the appropriate functional/resolver group.
  
• Track the progress of tickets during its entire lifecycle (from start to end register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Ticket records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
  

Communications & Documentation

• Give technical advice to all user problems wherein the user himself can do the solutions through email IM or phone.
  
• Communicate the status of tickets directly with the customer based on defined SLAs.
  
• Document processes and procedures for maintenance and support.
  
• Manage and maintain the department s technical documentations and reports.
  
• Should have IT Technical knowledge and able to communicate effectively with other teams.
  
• Work with internal and external teams to ensure requests are completed.
  
• Process and send IT reports.
  
• Suggest and implement service improvements.
  

Collaboration

• Responsible for installation setup rollout & maintenance of the companys IT infrastructure.
  
• Participate in crossfunctional projects development of strategic plans for the desktop and network platform.
  
• Design install & repair station cabling/jacks as needed on servers desktops routers switches network equipment etc.
  
• Assist in maintenance activities and disaster recovery testing.
  
• Collaborating with L2 for antivirus compliance for all desktop platforms.
  
• Secondary support for antivirus management including local desktop firewall component.
  
• Support and manage Active Directory environments Servers and Workstations.
  
• Strong knowledge of malware remediation hardware and software installations upgrades and troubleshooting.
  
• Provide assistance or respond on afteroffice calls support should necessary.
  
• Participate in rotational 24x7 support.
  

• HMO coverage with free dependent upon regularization
  
• Abovemarket salary
  
• Prime Office Locations (Easy access to MRT stations restaurants and banks)
  
• Standard government and Emapta benefits
  
• 20 days annual leave
  
• Career growth opportunities
  
• Diverse and supportive work environment
  
• Fun employee engagement activities
  

Be part of a company that empowers people to fulfill their international dreams.

You will be working with an outsourcing company that builds stable international careers with abovemarket salaries plenty of growth opportunities and a company culture that puts yours and its people s needs in front and center. With over 500 global partners that prefer opening remote jobs in the country our vision is to help you and thousand more Filipinos reach your full potential and dreams without the need to leave the country and work abroad.

With a wide roster of international clients from various industries and a proven track record of success Emapta offers a stable foundation for your career. Team up with likeminded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.

#EmaptaExperience