• An Service Desk Analyst L-1 provides advanced technical support for more complex issues.
• They handle escalated incidents, perform in-depth troubleshooting, and work on problems related to hardware, software, and network systems.
• They collaborate with other IT teams to resolve complex problems, ensuring a high level of service and user satisfaction.

Work Locations: Eton Centris, Quezon City

Work Setup: 24/7 Support | Shifting Schedule | Onsite

• Provide 24/7 technical support and troubleshooting assistance.
• Monitor and respond to system-generated alerts from Microsoft Teams Rooms Pro Management Portal.
• Troubleshoot AV equipment issues in meeting rooms, including sound and video quality.
• Deliver exceptional service and ensure a positive user experience.
• Effectively communicate updates, changes, and solutions to users.
• Maintain and proactively check AV systems for reliability and performance.
• Stay updated on the latest tools, software, and industry best practices.
• Ensure compliance with company standards in all resolutions.

• At least Highschool graduate (Diploma is a must)
• Bachelor's degree in IT, Computer Science, or a related field (preferred).

EXPERIENCE:

• Minimum of 18 months technical support or service desk experience.

Technical Expertise & Domain Knowledge:

Security & Compliance:

• Knowledge of device compliance and Windows update policies.

Mobile Support:

• Experience setting up mobile devices for work-related functions.
• Familiarity with Intune and authentication practices.

Network Connectivity Troubleshooting:

• Strong understanding of corporate and home network connections.
• Proficient in VPN setup and troubleshooting.

Messaging & Office Products:

• Expertise in email server troubleshooting, Outlook setup, and error resolution.
• Proficiency in Outlook 2016, Office integration, and Microsoft Teams.
• Familiarity with macOS, ServiceNow, and cloud-based applications.

Operating Systems & Hardware:

• Experience troubleshooting hardware issues remotely.

Internal Applications & Conferencing:

• Understanding of cloud-based applications.
• Expertise in Microsoft Teams installation, navigation, and collaboration tools.