Senior Service Desk Analyst (AU Retail, Office-based)

Schedule: 5:30 AM to 2:30 PM PHT (Rotating Shift)

What are we looking for?

• At least 3+ years’ experience in a service desk environment or call center.
• Sound knowledge of supporting Microsoft technologies, including MS Office suite, Exchange, Active Directory, Office 365, and Windows 10. ITIL foundations are desirable.
• Exposure to ServiceNow, Salesforce, Active Directory, SharePoint, and Point of Sales (POS) is desirable.
• Ability to support networking issues including cabling and wireless, remote access connectivity (VPN), IP telephony, and mobile devices.
• Excellent customer service and technical & troubleshooting skills.

Nice to Have:

• Demonstrated experience in leading a team of IT Service Desk and/or IT Operational departments within a complex multi-location business.
• Knowledge of the retail industry is highly desired.
• Ability to understand requirements and documentation procedures.
• Ability to work independently and as part of a team under pressure to meet deadlines.
• Effective communication and summarization skills for management and team members.

What will you do?

• Deliver first and second level support in a Service Desk setting. Handle calls and assignments from end users and colleagues professionally and follow standard procedures.
• Provide troubleshooting for various issues, from standard PC failures to critical outages.
• Manage distribution of approved software mechanisms. Test and implement desktop image updates and platform patches. Ensure strict compliance with licensing and maintain accurate inventory records.
• Maintain ownership of Team Member requests and incidents until resolved. Regularly communicate with the Team Member and coordinate with relevant support teams.
• Assist with account administration as needed. Offer advanced support to remote team members, addressing information security threats. Train and support junior staff in updated administration procedures if applicable.
• Maintain ticket hygiene by documenting incidents and requests in the organization’s incident management system, while adhering to all quality documentation requirements.
• Take on the role of Sr. Analyst in supporting application issue resolution and organizational tasks as needed.
• Ensure all relevant processes are documented and current. Develop and train others on new procedures for emerging applications or platforms where applicable.

Join the awesome team and enjoy these benefits & perks: 

• Medical, Dental Coverage and Life insurance from day 1 of employment 
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion) 
• Competitive salary package and annual appraisal 
• Financial Assistance Program 
• Mandatory Government Benefits and 13th Month Pay 
• Complimentary Sleeping Quarters, Coffee at no cost 
• Complimentary Office Fitness and Wellness Facilities at no cost 
• Regular Company Events, Work Life Balance, and Career growth opportunities 
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA 

JOIN CONNECTOS NOW!

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

We're a leading provider of offshore talent for organizations worldwide and one of the fastest-growing offshoring companies in the world. With over a decade of experience, we specialize in premium resourcing and productivity solutions. in the world. Founded by our Australian CEO, we help companies across industries overcome resourcing challenges with innovative strategies.

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Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age’, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.