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IT Service Desk Analyst

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Manila
  • Quick Apply

AI generated summary

  • You need a relevant degree, 2+ years IT Help Desk experience, strong troubleshooting and communication skills, ITIL knowledge, and familiarity with Windows, Active Directory, O365, and networking concepts.
  • You will manage incidents, provide troubleshooting support, ensure excellent customer service, document issues, and assist in process development while working flexible shifts in various locations.

Requirements

  • Willing to work at Cebu Business Park, Ayala, Cebu City or Bonifacio Global City, Taguig City, Manila
  • Willing to work on shifting and flexible schedule, PH holiday, weekends to meet business/operational requirements
  • Bachelor's Degree or equivalent combination of education and work experience
  • Outstanding analysis & problems solving skills and the ability to quickly respond to high volume help desk requests in a customer-centric environment, that includes basic knowledge on MS Office applications like Excel
  • Excellent communication skills, both written and verbal - fluent in English
  • Good IT technical skills and detailed understanding of the support centre/help desk process.
  • Ability to troubleshoot IT problems over the phone
  • Ability to work effectively across all areas of IT to ensure quality service delivery for the clients
  • Has professional and mature attitude
  • Works well with others and reinforces teamwork
  • Displays positive attitude to customer and to the team
  • Able to coach effectively
  • IT or Engineering
  • Prior experience in an ITIL based environment an advantage
  • At least 2 years Prior IT Help desk/Service Desk experience is required
  • Call Centre Management Certifications an advantage
  • Microsoft Certified Professional
  • Microsoft Certified Solutions Expert
  • Cisco Certified Network Associate (CCNA)
  • ITIL V3 Foundation Training or Certification
  • Candidates must achieve a minimum 9+ John Clements English language proficiency score
  • Prior experience in an ITIL based environment an advantage
  • Fundamental knowledge of Windows Operating Systems (Vista, 7,8.1)
  • Experience with remote control technologies and IT Service Management/Ticket toolsets in a multi-vendor environment
  • Experience with Microsoft Active Directory, Active Roles, Citrix & a basic understanding of TCP/IP, DHCP, DNS & Networking concepts
  • Sound experience with O365/Exchange/Lync Support tasks & troubleshooting is preferred but not required
  • Sound experience supporting peripheral device issues e.g. printers & mobile devices
  • Advanced knowledge of IT support service activities and processes

Responsibilities

  • Performing problem and Level 1 incident management activities including receiving communications from customers from a variety of mediums, analysing, documenting and managing the incident or problem.
  • Providing excellent customer service through daily customer interactions.
  • Take ownership and responsibility of issues from start to successful resolution.
  • Performs troubleshooting with end-user issues on various software applications, hardware, network, telecommunication systems and remote desktop support.
  • Assisting in the development and maintenance of QBE problem and incident management processes and procedures.
  • Managing Incidents or Requests in alignment with QBE IT processes and procedures.
  • Willing to work at Cebu Business Park, Ayala, Cebu City or Bonifacio Global City, Taguig City, Manila
  • Willing to work on shifting and flexible schedule, PH holiday, weekends to meet business/operational requirements

FAQs

What is the main responsibility of an IT Service Desk Analyst?

The main responsibility is to provide high levels of customer experience and resolution for first-level IT technical support globally, covering both internal and external users through various communication channels such as phone, chat, email, and portal.

What are the primary work hours for this position?

The position requires willingness to work on a shifting and flexible schedule, including Philippine holidays and weekends to meet business and operational requirements.

What educational background is required for this role?

A Bachelor's Degree or an equivalent combination of education and work experience is required.

What kind of experience is preferred for an IT Service Desk Analyst?

At least 2 years of prior IT Helpdesk/Service Desk experience is required, along with experience in an ITIL-based environment being an advantage.

What technical skills are preferred for this position?

Preferred skills include a fundamental knowledge of Windows Operating Systems, experience with remote control technologies, understanding of Microsoft Active Directory, TCP/IP, DHCP, DNS, and troubleshooting O365/Exchange/Lync support tasks.

Is specialized certification required for this job?

While not mandatory, certifications such as ITIL V3 Foundation Training, Microsoft Certified Professional, CCNA, and Call Centre Management Certifications are considered advantageous.

What kind of communication skills are needed for this role?

Excellent communication skills, both written and verbal, are necessary, with fluency in English being required.

How does QBE define its cultural values?

QBE's cultural DNA includes being customer-focused, technical experts, inclusive, fast-paced, courageous, accountable, and team-oriented.

Are there physical demands associated with this position?

Yes, the job typically involves working in an office environment with the ability to remain stationary for extended periods, and the ability to lift basic office equipment up to 20 lbs is required.

How do I apply for the IT Service Desk Analyst position?

To submit your application, click "Apply" and follow the step-by-step process outlined on the application page.

Does QBE provide equal employment opportunities?

Yes, QBE is an equal opportunity employer and complies with equal employment opportunity legislation in each jurisdiction where it operates.

Finance
Industry
10,001+
Employees
1886
Founded Year

Mission & Purpose

QBE is an international insurer and reinsurer listed on the Australian Securities Exchange and headquartered in Sydney. We employ around 13,000 people in 27 countries. Leveraging our deep expertise and insights, QBE offers commercial, personal and specialty products and risk management solutions to help people and businesses manage risks, build strength and embrace change to their advantage.