L1 IT Service Desk Analyst

Your Career in IT Just Got Elevated!

Emapta is a leading offshore staffing solutions provider dedicated to connecting talented professionals with global opportunities right from their home countries. With over 9300 team members across 19 offices worldwide we offer marketleading compensation stateoftheart workspaces and a positive workplace culture that prioritizes worklife balance and professional growth. Our commitment to inclusivity and equal opportunities ensures that every employee can thrive in a supportive environment. At Emapta we believe in empowering our team members to reach their fullest potential while staying rooted in their communities. Take your IT career to new heights with an international opportunity in outsourcing! Make your mark in the industry leave a legacy and gain global exposure all without leaving the comforts of your home country. If you re ready to expand your horizons and embrace growth this role is for you.

Job Description

As an L1 IT Service Desk Analyst you will provide firstlevel technical support troubleshoot issues and manage IT tickets ensuring SLA compliance. Your role is pivotal in maintaining smooth IT operations collaborating with teams and enhancing user experiences through efficient technical assistance.

Job Overview

Your Daily Tasks

Technical Support

• Provide 1stlevel technical assistance to all users regarding the use of computer hardware and software including printing software installation word processing electronic mail and operating systems both locally and remotely.
  
• Diagnose and troubleshoot issues to resolve or fulfill tickets.
  
• Deliver timely and accurate support for incidents and requests while maintaining a balance of overall team responsibilities.
  
• Analyze diagnose and resolve enduser problems suggesting corrective solutions.
  
• Extend remote support to users at other sites.
  
• Monitor receive and register all incidents and service requests raised via email or phone call in the IT Ticketing System.
  
• Analyze hardware and software performance to identify alternatives for optimizing computer resource usage.
  
• Complete service requests for software and hardware problems.
  

Ticket Handling & SLA Management

• Categorize and prioritize tickets based on impact urgency and affected services to meet SLA response and resolution targets.
  
• Manage the entire service request process ensuring adherence to SLA.
  
• Execute service requests within SLA timelines.
  
• Inform or escalate issues nearing SLA breaches or requiring immediate attention to the appropriate management level.
  
• Endorse or escalate tickets to the appropriate functional or resolver group.
  
• Track the lifecycle of tickets (from registration to closure) to ensure resolution within SLA updating ticket records when necessary. (Note: Responsible for facilitating the solution but not necessarily providing the solution itself.)
  

Communications & Documentation

• Provide technical advice to users enabling them to resolve problems through email IM or phone.
  
• Communicate ticket statuses directly with customers based on defined SLAs.
  
• Document processes and procedures for maintenance and support.
  
• Manage and maintain departmental technical documentation and reports.
  
• Demonstrate IT technical knowledge and communicate effectively with other teams.
  
• Collaborate with internal and external teams to ensure request completion.
  
• Process and distribute IT reports.
  
• Suggest and implement service improvements.
  

Collaboration

• Install set up roll out and maintain the company s IT infrastructure.
  
• Participate in crossfunctional projects and develop strategic plans for desktop and network platforms.
  
• Design install and repair station cabling or jacks for servers desktops routers switches and other network equipment.
  
• Assist in maintenance activities and disaster recovery testing.
  
• Collaborate with L2 teams to ensure antivirus compliance for desktop platforms.
  
• Provide secondary support for antivirus management including the local desktop firewall component.
  
• Support and manage Active Directory environments servers and workstations.
  
• Demonstrate strong knowledge of malware remediation hardware and software installation upgrades and troubleshooting.
  
• Provide afterhours support when necessary.
  
• Participate in rotational 24x7 support.
  

Requirements

The Qualifications We Seek

Education:

• Bachelor s degree in Information Technology Management Information Systems (MIS) or a similar field or equivalent work experience.
  

• 1 2 years of experience in a similar capacity is recommended.
  

Technical Competency:

Proficiency in at least three of the following areas:

• Desktop support for Windows 10/7/2000/XP/Vista.
  
• Microsoft Internet Explorer Office and Outlook.
  
• Avaya or Nortel telephony systems.
  
• Support and administration of Windows Server 2000/2003.
  
• Microsoft IIS ISA or Exchange.
  
• Active Directory 2000/2003.
  
• Local Area Networks (Cisco or 3Com).
  
• Wide Area Networks.
  
• Knowledge of TCP/IP.
  
• ITIL experience and qualifications (advantageous).
  
• Additional technicallevel language skills (beneficial).
  

Personal Competency

• Strong customer service orientation.
  
• Proficiency in oral and written English.
  
• Excellent interpersonal communication skills and a pleasant demeanor.
  
• Ability to conduct technical diagnosis and analysis.
  
• Assertive resourceful and solutionoriented.
  
• Strong engagement with internal teams and external stakeholders (e.g. clients).
  
• Flexible attitude with broad IT knowledge.
  
• Willingness to work rotational shifts as needed.
  
• Ability to perform light manual tasks at a computer station in an office environment.
  

Benefits

Exciting Perks Await!

• HMO coverage with free dependent upon regularization
  
• Competitive Salary Package
  
• Prime office location in Baguio (Conveniently accessible by PUVs with nearby restaurants and banks)
  
• Unlimited upskilling through Emapta Academy courses (Want to know more Visit )
  
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
  
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts and more!)
  
• Unlimited opportunities for employee referral incentives across the organization
  
• Standard government and Emapta benefits
  
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
  
• Fun engagement activities for employees
  
• Mentorship and exposure to global leaders and teams
  
• Career growth opportunities
  
• Diverse and supportive work environment
  

Why We Stand Out Among the Rest!

Join Emapta a company recognized as one of the Best Places to Work for in Asia by HR Asia and The Philippines Best Employers for 2023. Our culture of care and empathy reflected in our 50/50 gender ratio ensures youll feel like part of the family from day one. Were dedicated to nurturing talent and providing the tools for your success. Be part of a squad of dream chasers and world changers showcasing Filipino talent to the world. With 19 strategically located offices and over 800 clients youll have the opportunity to make a positive impact daily whether you prefer officebased or workfromhome options. Join us for a 100% virtual recruitment process and lets make magic together!

Working in Emapta not only provides you the certainty of working with a wellestablished organisation which nurtures the careers of almost 9300 team members it also places you in direct relationships with some of the world s leading and most innovative companies.

Tim Vorbach CEO

#EmaptaExperience