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Help Desk Analyst I

  • Pasig, Ortigas
  • IFT > IT Infrastructure & Support
  • Full time
  • Added
  • JR9585

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Description

  • Responsible for deploying software for a user and able to work in conjunction with the Software Delivery team to plan and troubleshoot deployments.
  • Resolves tier 1 and tier 2 escalations by working the more complex and time consuming issues and begin root cause determination.
  • Acts a process escalation point to expedite aged tickets.  
  • Responsible for mentoring and assisting other technicians with calls.  
  • Assists in choosing the best in class tools for future use.  
  • Diagnoses and quickly determines customer(s) issue. Initiates global front-end messages.  
  • Performs application trouble shooting, identifies errors, trends and recurring issues.  
  • Engages in solutions of RC and documents current and correct policies and procedures.  
  • Maintains knowledge documentation and ensures that it is installed correctly.

Qualifications

  • Requires an BA/BS degree in Information Technology, Computer Science or related field of study and a minimum of 3 years relevant experience; or any combination of education and experience, which would provide an equivalent background.  MCP, A+ and HDI certifications required
  • 3 years’ experience in IVR call routing strongly preferred
  • Project management experience strongly preferred

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