This listing was posted on Continuum Global Solutions.
Associate Analyst, IT Ops
Location:
Mandaluyong
Description:
Position Summary: Global Service Desk II (Associate Analyst, IT Ops) guarantee services are delivered to meet customer business needs and expectations. Triage service requests, ensures proper documentation, notification, escalation, tracking and follow up of all priority incidents. Proactively monitors the network health status via SolarWinds, telephony status via Prognosis, manages Incident Notifications, escalations and prepares post incident analysis. Position Summary: Global Service Desk II (Associate Analyst, IT Ops) guarantee services are delivered to meet customer business needs and expectations. Triage service requests, ensures proper documentation, notification, escalation, tracking and follow up of all priority incidents. Proactively monitors the network health status via SolarWinds, telephony status via Prognosis, manages Incident Notifications, escalations and prepares post incident analysis. ESSENTIAL FUNCTIONS: 95% - Provides Tier2 service or support through telephone, email or remote to end users in accordance with the service level agreement and escalates to the next level of engineers when appropriate. Provides remote support for internal users and resolves issues escalated by Tier1 Configures and installs software for end user’s desktops and laptops remotely or over the phone Processes hardware and software replacements based on troubleshooting results by coordinating user setup, upgrades and installations Performs end-user training as it regards assistance with supported applications Manages and triages service requests and incidents effectively by understanding customer needs and meeting service level requirements Communicates company and client-initiated changes to various stakeholders Resets or configures network accounts. Documents incidents and resolutions within the call tracking application and provides updates to the knowledgebase where applicable Sends BCP alerts based on impacted sites and locations Participates and performs in project calls and ensure procedures are properly followed and performed Assist with on-site support as needed 5% - May preform other related duties and responsibilities as assigned and/ or required REQUIRED QUALIFICATIONS AND EXPERIENCE 2 years or more Remote Technical support or IT Service Desk experience Experience in handling inbound and outbound calls ITIL certified is a plus but not required If without ITIL certification, applicant must have proper understanding of Incident, Change, Problem management and Service Request lifecycle Knowledge in active directory, O365, SolarWinds, Prognosis, and Service desk ticketing system Strong attention to details Can work with minimum supervision Willing to work non-traditional schedules, weekdays off, holidays, split off’s depending on operational needs This is a work on-site position About Continuum Global Solutions, LLC Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website. Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA). Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to XXXX@continuumgbl.com.
Company:
Continuum Global Solutions
Posted:
June 16 on Continuum Global Solutions
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