10 HELP DESK ANALYST
Job ID: 103760
Job Views: 80
Posted:
2012-02-08
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| Job Category: Information Technology |
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Location: Saudi Arabia , OUTSIDE Philippines
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| Employment Type: To Be Determined |
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| Salary: Negotiable |
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Job Description
RESPONSIBILITY
Responds to inquiries and requests for assistance with the organizations computer systems or PC’s. Identifies, analyzes, troubleshoots and resolves problems with the aim of eliminating recurrences and reducing calls to the helpdesk.
Coordinates with other information Technology area to solve problems if necessary.
Provides support and central point of contract for standard software / application and hardware defined in the current information technology services (ITS) Product and services.
Organizing and improving IT service catalog and scope.
Perform a quality assurance check on resolved tickets to ensure customer satisfaction
Providing review and analysis incidents/problem resolved by the help desk to improve quality of services provided
Providing call back point of service customer satisfaction surveys to a subset of includes resolved by the service desk.
Develop and implement standards operating procedures, documentation, and work products upporting QA and surveying processes.
Develop monitoring and reporting mechanisms for quality assurance and customer satisfaction surveying.
Supporting IT business application and preparing user guidelines and FQA.
Monitors and Analyze production servers/Applications (performance, capacity planning)
Providing telephone support to end-user community on hardware, software application and network related problems, questions, and use.
Providing first – level problem resolution on the telephone with user; and walks the user through a series of steps to determine problems; classifies level, priority, and nature of problem.
Diagnosing problems and/or problem requiring physical interaction with end user; dispatching technical support specialists from appropriate team.
Working with IT groups and other groups to resolve technical problems.
Contributing knowledge and updated information to maintain the Help desk knowledge base and training manuals for support members.
Maintaining a professional attitude and provide excellent customer service at all times, to include maintain a good work ethic and assisting other analysis when needed.
Leading go-live process and release management for each service before launching.
QUALIFICTION
Bachelor degree in Computer Science, Information system or related discipline or equivalent experience is required.
Must have a minimum of 3 year’s experience with well-knowledge in ITIL processes.
General well-Knowledge in business application and IT services.
Good Communication ( Written and oral) and interpersonal skills
Good organizational, multi-tasking, and time-management skills
Bilingual English / Arabic speaking is a plus.
Expertise with window 2003/2008 servers
Expertise with windows networking technologies: DNS, DHCP.
Familiarity with active directory IIS 6.0 7.0, print server management
1+ experience in call center is preferred
CompTIA A+ or ITIL certification is preferred
ALL INTERESTED APPLICANT PLEASE EMAIL YOUR UPDATED RESUME TO ro3@mgmrecruit.net for initial evaluation.
ALL APPLICANTS MUST BE IN THE PHILIPPINES.
FEEL FREE TO VISIT US IN OUR OFFICE AT 1352 GENERAL LUNA ST. PACO MANILA, (BESIDES PACO PARK)
FOR INQUIRY YOU MAY CALL OUR OFFICE AT 536-8681/82, OR CALL AND TEXT AT 0908 894 1604 / 09276578069
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Company Information
M.G.M. INTERNATIONAL RECRUITMENT SERVICES INC.
1352 Gen. Luna St. Paco Manila, Metro Manila
Phone: 5368681
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