ANALYST - Deskside

TITLE: Analyst - Technology Services RANK: Analyst Reporting to: Process Manager - Technology Services • Responsible for ensuring to work with concerned teams in troubleshooting of technology problems. • Ensures that proper troubleshooting techniques, protocols and tools are used in coming up with recommendations and solutions • Ensures that technical recommendations are properly thought of/analyzed and based on hard facts. • Provides regular updates on the troubleshooting to the team, management, and client. • Ensures that incident report and RCA is released within SLA post the troubleshooting work and liaise with concerned groups for the resolution. • Responsible for the documentation of RCA/ICA and follow through on pending deliverables till closure. • Responsible for the routine checking of the operational condition of the accounts and ensures potential issues are reported for immediate attention/resolution. • Responsible in responding to incident/problem tickets as per SLA. • Responsible for documenting work turnover and cascading the same to the team. • Conducts daily floor walk and account issue tracking. • Responsible for ensuring timely updates are done on documentation that includes but not limited to inventory, process, procedures, and operations-related documents. • Responsible for the regular review and updating of the documentation. • Responsible for ensuring that information security guidelines and policies are followed and implemented. • Responsible for the implementation of changes to ensure compliance of the infrastructure to the Information security guidelines and policies. • Responsible for ensuring timely completion of assigned tasks. • Responsible for ensuring proper documentation and timely updates for assigned tasks. • Responsible for the coordination with other teams in fulfilling the assigned tasks. • Responsible for the regular generation, analysis and releasing of reports. • Responsible for the initial review, gap analysis and providing action plan to management • Knowledge of Microsoft products & solutions is preferred Conceptual knowledge of IP networks and core IP applications (DNS, • NTP, FTP, etc.) and telecommunications, and their interplay in an IT computing environment • At least 1 year of computer system experience • Must have effective interpersonal and communications skills. • Ability to work well under pressure, multi-task and meet demanding deadlines. • Good Documentation skills • Candidate must possess at least a Bachelor's/College Degree or ITrelated course. • Analytical and team management skills are a must. • Should exhibit strong interpersonal and communication skills. • Call Center / BPO / SI / Provider work experience is highly preferred. • Filipino citizens or hold relevant residence status. • Required language(s): English, Filipino.