ANALYST - Deskside at eClerx Career Site

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

22 Jun, 26

Salary

0.0

Posted On

24 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Troubleshooting, Technology Services, Incident Report, RCA, Documentation, SLA, Information Security, Microsoft Products, IP Networks, Interpersonal Skills, Communication Skills, Analytical Skills, Team Management, Gap Analysis, Reporting, Ticket Response

Industry

IT Services and IT Consulting

Description

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.

Responsibilities

The Analyst is primarily responsible for troubleshooting technology problems using established protocols, ensuring technical recommendations are fact-based, and providing regular updates to management and clients on troubleshooting progress. This role also involves managing incident reports, root cause analysis documentation, and ensuring timely resolution of tickets according to Service Level Agreements (SLAs).