IT Support Analyst

Job Title: Software Support Analyst

Work Setup: Onsite in Baguio City

Shift Schedule: Shift usually starts at 5:30 AM Manila, supports APAC and Australian clients

What We Seek:

• Bachelor's degree in computer science, Information Technology, or a related field
• Junior - Mid Level Analyst with 2-3 years relevant technical experience
• Recent graduates with relevant internships will also be considered
• MUST HAVE a basic knowledge of SQL and in back-end systems support
• Experience with any CRM
• Strong in technical troubleshooting
• Familiar with scripting languages and XML transformation
• Previous experience in a similar role or with a specific focus on facilities management systems (FMS) is preferred
• Can start ASAP

Job Summary:

This role is integral to managing and supporting our clients' maintenance and support cases efficiently. You will work with a wide client base, ensuring timely service delivery and a seamless workflow that operates 24/7, especially for crucial sectors such as housing, aviation, and healthcare.

Responsibilities:

• Manage and support the client CRM, which oversees call-out work and planned maintenance, ensuring it meets the diverse needs of our large client base.
• Analyze client-reported tasks and effectively coordinate with service providers based on the complexity of the issues logged
• Assess and document logged tasks in the system, ensuring accurate time frames and back-end logging for efficient workflow management
• Participate in workshops and meetings with clients to gather and understand their requirements, ensuring that documentation is aligned with client needs
• Support senior consultants by configuring back-end functionalities and assisting with data imports and management
• Develop and maintain technical specifications documentation.
• Collaborate with team members to build and refine environments and workflows, taking on increasingly complex tasks as required
• Garner and apply technical skills, including basic SQL and scripting knowledge (e.g., XML transformations), to support overall system functionality
• Maintain a high level of system operation reliability, contributing to project implementations that require critical uptime