L2 IT Service Desk Analyst

Tech Troubles Be the Ultimate Fix

Why settle for limits when your career can span the globe Emapta connects elite talent with worldclass companies creating seamless highimpact teams that redefine outsourcing. Through transparency career development and a peoplefirst approach we empower professionals to grow while helping businesses scale smarter. If you re looking for a role that makes a real difference your journey starts here.

Job Description

As an L2 IT Service Desk Analyst you will provide remote telephone and email support to internal and external customers resolving technical issues efficiently. Your goal is to maximize firstline resolutions enhance user experience and ensure customer satisfaction all while maintaining SLA compliance and delivering seamless IT support in a fastpaced environment.

Job Overview

Technical Support:

• Provide Level 2 technical assistance for computer hardware software printing software installation word processing email and operating systems both locally and remotely.
  
• Analyze diagnose and resolve complex enduser desktop issues offering corrective solutions.
  
• Extend remote support for other site users.
  
• Oversee and resolve highprofile issues while handling escalations.
  
• Initiate and manage projects implementations deployments and adhoc activities.
  
• Provide timely and accurate incident and request support while balancing overall team responsibilities.
  
• Monitor receive and log all incidents and service requests via email or phone through the IT ticketing system.
  
• Analyze hardware and software performance identifying opportunities for optimization.
  
• Complete service requests related to software and hardware issues.
  

Ticket Handling & SLA Management:

• Categorize and prioritize tickets based on impact urgency and affected services to meet SLA targets for response and resolution.
  
• Manage the entire service request process ensuring SLA compliance.
  
• Execute service requests as per SLA guidelines.
  
• Escalate urgent issues to management to prevent SLA breaches.
  
• Endorse/escalate tickets to the appropriate functional or resolver group.
  
• Track ticket progress throughout its lifecycle ensuring resolution within SLA while maintaining accurate ticket records.
  

Communication & Documentation:

• Provide technical guidance to users via email IM or phone to facilitate selfresolution of common issues.
  
• Communicate ticket status updates to customers based on SLA guidelines.
  
• Document IT processes procedures and maintenance activities.
  
• Maintain department technical documentation and reports.
  
• Possess strong IT technical knowledge and effectively communicate with other teams.
  
• Collaborate with internal and external teams to ensure timely completion of IT requests.
  
• Process and generate IT reports.
  
• Suggest and implement service improvements to enhance efficiency and user experience.
  

Collaboration & Infrastructure Support:

• Install set up roll out and maintain the company s IT infrastructure.
  
• Deploy security patches including Microsoft OS and application updates as well as tier 1 application updates.
  
• Conduct monthly security patch analysis for Microsoft security updates and other critical applications.
  
• Participate in crossfunctional projects and contribute to strategic planning for desktop and network platforms.
  
• Design install and repair station cabling/jacks for servers desktops routers switches and network equipment.
  
• Ensure compliance with best technology practices and execute IT roadmaps.
  
• Maintain and document desktop security standards.
  
• Assist with maintenance activities and disaster recovery testing.
  
• Provide primary support for antivirus management including local desktop firewall components.
  
• Collaborate with the server team for workstation antivirus compliance.
  
• Support and manage Active Directory environments servers and workstations.
  
• Possess strong knowledge of malware remediation hardware and software installations upgrades and troubleshooting.
  
• Provide afteroffice support as necessary.
  
• Participate in rotational 24x7 support schedules.
  

Other Responsibilities:

• Perform additional administrative and nonadministrative tasks as assigned by company representatives through written or verbal instructions.
  

Requirements

The Qualifications We Seek

Educational & Work Experience:

• Bachelor s degree in Information Technology MIS or a related field (or equivalent work experience).
  
• 25 years of experience in a similar capacity.
  

Technical Skills & Expertise:

Must have a background in five or more of the following:

• Windows 7/10/2000/XP/Vista desktop support
  
• Microsoft Internet Explorer Office and Outlook
  
• Avaya or Nortel telephony systems
  
• Windows Server 2000/2003 support and administration
  
• Microsoft IIS ISA or Exchange
  
• Active Directory 2000/2003
  
• Knowledge of Microsoft SQL Server ()
  
• Local Area Networks (Cisco or 3Com)
  
• Wide Area Network
  
• Cloud platforms (Microsoft Azure or AWS)
  
• Knowledge of TCP/IP protocols
  
• Scripting: PowerShell and VBScript
  
• Remote Management & Deployment (RMM MDM)
  
• ITIL experience and certification (preferred)
  
• Technical proficiency in additional languages (preferred)
  
• Experience using MSP automation tools such as Autotask or ConnectWise
  
• Experience with:
  

• Microsoft Office 365 Active Directory Exchange Windows Server
  
• Reading writing and analyzing SQL queries (MSSQL MySQL PostgreSQL)
  
• Server build administration setup antivirus management and virtualization
  
• Relational databases data warehousing markup languages and web technologies
  

Personal Competencies & Soft Skills:

• Strong customer service orientation
  
• Excellent command of oral and written English
  
• Strong interpersonal and communication skills
  
• Ability to perform technical diagnosis and analysis
  
• Assertive resourceful and proactive problemsolving skills
  
• Ability to engage and collaborate with internal teams and external stakeholders
  
• Adaptability and broad IT knowledge
  
• Willingness to work in rotating shifts as needed
  
• Ability to perform light hand activity at a computer workstation
  
• Availability for occasional rotational shifts in a 24x7 support environment
  

Benefits

Exciting Perks Await!

• HMO coverage with free dependent upon regularization
  
• Competitive Salary Package
  
• Prime office location in Makati (Easy access to MRT stations 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
  

Welcome to Emapta Philippines!

Join a team that values camaraderie excellence and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024 Emapta stands proudly alongside industry giants offering stability and exciting career opportunities. Your career flourishes here with competitive compensation international clients and a work culture focused on collaboration and innovation. Work with global clients across industries supported by a stable foundation and likeminded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra!