L1 IT Service Desk Analyst

Stay Ahead in IT Support Excellence!

Your expertise in technology deserves a platform where innovation meets recognition. Join a team that values your time and skills while offering an exciting environment for growth. Experience a career that truly supports worklife balance. With fixed weekends off prime office locations and time to focus on what matters most this role is designed for IT professionals who seek personal fulfillment alongside professional achievement. Here your hours outside work are as valued as your hours in it.

Job Overview

Employment Type: Fulltime

Shift: Shifting

Work Setup: Onsite (Makati & Ortigas)

Job Description

As an L1 IT Service Desk Analyst you will be the first point of contact for technical issues ensuring smooth operations by providing timely solutions. From troubleshooting hardware and software issues to monitoring service requests your role will maintain seamless IT support while meeting Service Level Agreements (SLAs).

Your Daily Tasks

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.
  

Requirements

The Qualifications We Seek

Education:

• BS in Information Technology Management Information Systems (MIS) or a similar program; or equivalent work experience
  

Experience Target:

• 1 2 years of experience in a similar capacity recommended
  

Technical Competency:

• Proficiency in three or more of the following:
  
• Desktop support for Windows 10/7/2000/XP/Vista
  
• Microsoft Internet Explorer/Office/Outlook
  
• Avaya or Nortel telephony
  
• 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 qualification would be advantageous
  
• Additional language skills to a technical level would be beneficial
  

Personal Competency:

• Strong customer service orientation
  
• Proficient in oral and written English
  
• Interpersonal communication skills and a pleasant demeanor are essential
  
• Ability to conduct technical diagnosis and analysis
  
• Assertive and resourceful
  
• Engaging with internal (core teams) and external stakeholders (clients/client staff)
  
• Possess a flexible attitude and broad knowledge of IT
  
• Willingness to rotate 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
  
• Prime office locations near MRT stations with access to restaurants and banks
  
• Fixed weekends off for a balanced lifestyle
  
• Unlimited upskilling through Emapta Academy courses (Want to know more Visit )
  
• 24/7 free 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
  
• 20 annual leaves including 5 convertible to cash
  
• Mentorship career growth and global exposure
  
• 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