Service Desk Analyst

Responsibilities: Provide exemplary internal and external Customer service surrounding the Company's Pioneering Principles.
Greet and serve Customers with the highest degree of courtesy and professionalism.
Log and categorizes Incidents and Service Request tickets.
Set correct priorities of tickets received.
Provide first level troubleshooting, support and resolution for application, hardware and communications problems.
Manage the lifecycle of Incidents and Requests escalate ticket as necessary and close tickets when the user is satisfied.
Respond to end-user issues via telephone or email; or via Incidents/Service Requests tickets using DFSC Ticketing System, ITSM.
Provide technical and operational support for end-users.
Partner with other Departments to implement new programs or provide technical assistance.
Coordinate with IT resources to understand and minimize the impact of potential widespread issues .

Requirements:
Bachelor's Degree in Computer Science / Information Technology or equivalent.
Good interpersonal, verbal, written English communication skills.
With basic to advanced hardware troubleshooting skills know-how.
Basic to advanced skills in MS Office 2007/2010/2013 preferred.
Equivalent technical work experience a plus.
With knowledge of Incident Management and Active Directory a definite advantage.
Ability to maintain the highest level of confidentiality.
Ability to multi-task and set priorities.
Ability to adapt to a fast-paced environment.
Willing to work on cyclical shifts (night shift, holidays, weekends).
Amenable to work in Ortigas, Pasig City.
Newly graduates who possess most of the qualifications mentioned above are welcome to apply.

Provide first level troubleshooting, support and resolution for application, hardware, and communications problems.