Remote Support / Service Desk Analyst

This is a remote position.

**PLEASE CAREFULLY READ ALL THE DETAILS BEFORE APPLYING***

JOB TITLE:  Remote Support/Service Desk Analyst(WFH/Remote)

OFFER RATE: PHP 45k per month (Fulltime)

Working Hours: TBD (usually US hrs | Night shift)
Start Date: TBD

JOB SUMMARY:

The Remote Support / Service Desk Analyst receives, records, and resolves level 1 and 2 client requests within Service Level Agreements (SLAs). Typically resolves client issues remotely over the phone.  Supports client specific applications within agreed scope. 

JOB ROLE & RESPONSIBILITIES: 

• Answers incoming technical support phone calls in a high-volume environment and enters all pertinent information and updates of the reported issues into a ticket tracking application. Analyzes and documents reported issues and outages. Determines severity, impact, and nature of reported issues 
  

• Delivers high levels of customer service at all times and ensures compliance with contracted Service Level Agreements (SLAs)
  

• May provide technical support for any or all of the following: desktops, laptops, network connectivity, business applications, voice-over-IP telephone systems, and resetting network and application passwords according to information security guidelines 
  

• May occasionally provide desk side services as required including installs, system configuration, hardware break/fix and advanced technical support 
  

• Proactively checks the Service Desk queue for open tickets 
  

• Aid other team members when needed 
  

• Participate in project-based activities including system builds, moves and installs, and other projects 
  

JOB REQUIREMENTS:

• Bachelor's degree in Computer Science, Information Systems or related field or Certificate from a Technical School/Institute 
  

• 2-3 years of service desk experience required
  

• Good inter-personal skills – lively and enthusiastic personality
  

• Customer service-oriented approach with ability to converse will all levels of customer 
  

• Prior work experience with incident tracking and call management tools
  

• Experience working in a managed environment with call handling metrics and SLAs
  

• Willingness and enthusiasm to master new software products and releases 
  

• Organizational and time management skills.
  

• Desire and ability to develop skills through on the job learning and formal training courses.
  

Experience / knowledge of the following technologies: 

• Microsoft Office 365 / SharePoint Online / OneDrive / Microsoft Teams
  

• Microsoft Windows OS configuration, support and troubleshooting 
  

• Network administration in Windows Active Directory / Azure Active Directory
  

• Connectivity and networking support and troubleshooting 
  

• Remote support tools (LogMeIn Rescue) 
  

• Remote software installation technologies
  

• Use and support of MS Office Suite applications
  

• PC hardware installation, configuration and troubleshooting
  

• Use, support and configuration of Voice over IP telephone systems 
  

• Support and troubleshoot enterprise applications, client server and web-based 
  

Preferred Certifications:  

Technical:

• Microsoft Certification:
  

• Windows 10/11
  

• M365 Modern Desktop Administrator Associate
  

• M365 Security Administrator Associate
  

• M365 Teamwork Administrator Associate
  

• Microsoft Office Specialist (MOS)
  

• Exam MD-100 Windows 10
  

• Exam MD-101 Managing Modern Desktops
  

• A+ Certification
  

Professional:

• HDI Support Center Analyst
  

• ITIL Foundations