Analyst, On-site IT Support xpatjobs Taguig , Metro Manila
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Analyst, On-site IT Support


xpatjobs       |    Location:Taguig , Metro Manila       |    Country:Philippines

Work Arrangement: On-site. Must be willing to render OT or work when needed during the weekends/holidays if called due to maintenance requests.

Role Purpose
The On-site Analyst role is responsible for ensuring the proper functioning of personal computing and office technology so that end users can most efficiently and effectively accomplish business tasks. This includes receiving, prioritising, documenting, and actively resolving customer requests and escalations from the Technology Help Desk. Problem resolution will involve the use of incident management tools, as well as hands-on support at the on-site level.

Main Responsibilities

  • Perform hands-on fixes, including installing and upgrading software, installing hardware, managing mobile devices, implementing file backups, and configuring applications
  • Owns and drives issues to resolution including escalation to specialized resources within the broader IT organization. Remains engaged on issues until resolution
  • Provide technical support for client facilities such as video conferencing and audio conferencing services
  • Participate in improvements as they relate to the on-site IT environment
  • Serves as an advocate for the organizations information security management system. Assists customers to work efficiently within the ISMS framework
  • Test fixes to ensure problems have been adequately resolved
  • Perform post-resolution follow-ups to customer requests
  • Evaluate documented resolutions and analyse trends for ways to prevent future problems
  • Field incoming requests from customers via both telephone and e-mail in a courteous manner
  • Build rapport with customers
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
  • Prioritise and escalate problems (when required)
  • Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
  • Apply diagnostic utilities to aid in troubleshooting
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
  • Understands the essential responsibilities of the position and works to continuously to build and improve the skills necessary to be proficient in the role
  • Supports operates and maintains AV equipment for live meetings and events.
  • Provides support and demonstrates expert knowledge for online webinar tools and applications
  • Acts as backup trainer when requested
  • Complies with the weekly On-call rotation requirement which includes: being directly contactable by telephone and email and remain in an area of mobile phone and internet connectivity at all times during their on-call assignment period respond to an agreed contact communication telephone call, text, email, system alert) within an agreed time, typically within an hour remain capable to carry out the duties required; be able to attend the site within agreed time, if the matter cannot be dealt with remotely; keeps the team and the direct Manager informed and updated of progress in dealing with an issue and escalate key decision points as appropriate and keeps the schedule organiser (Supervisor) informed of any changes to their contact details, any booked annual leave or any other circumstances preventing them from carrying out on-call duties.

    • Travel Requirements
    This role does not typically have travel requirements however may have occasional travel to provide temporary support to other offices as required.

    In cases where support needs to be provided in languages other than English, proficiency in English is also required.

    Flexibility to work on projects and tasks outside of business hours and in weekends to ensure minimal disruption to the business will be necessary from time to time.

    About The Team
    This role will report to the Supervisor, On-site IT Support / Senior Manager - IT Service Delivery.

    The key relationships of this role are with internal clients support (all attorneys / staff members).

    About The Candidate

    Technical skills, qualifications and experience

  • Experience in the field of computer science, information sciences, or related field for 3 to 5 years.
  • Microsoft MCP desired or other appropriate certification.
  • Strong knowledge of computer hardware with a focus on workstations and laptops.
  • Experience with Microsoft Windows.
  • Significant application support experience with Microsoft Office.
  • Proven track record of working under Service Level Agreements and a Service Desk framework.

    • Apply on Company Website
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    Analyst,   On-site   Support   Analyst, Taguig , Metro Manila   On-site Taguig , Metro Manila   Support Taguig , Metro Manila  

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