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.