TECHNICAL SUPPORT ANALYST
Company: Bayview Technologies, Inc.
Location: Makati
General Duties & Responsibilities
- Analyzes, tracks and monitors all escalated incidents, acts as first-level resolution owner and ensures that issues are properly resolved
- Ensures that reported incidents are properly recorded, including the resolution performed
- Regularly checks for new issues/incidents raised by key business users
- Escalates unresolved incidents to other pre-identified support groups
- Secures RCA for Severity 1 incidents from resolution group or other sources
- Generates and analyzes trending reports, recurring incidents, root-cause analyses and opportunities for systemic improvements to service results.
- Participates, leads, executes and/or coordinates special projects as determined and assigned by the Team Manager
- Provides regular status reports to Team Leads and Project Managers at an agreed frequency.
- Carry out daily operation procedures relevant to Incident, Problem, Request, and Change requirements.
- Analyzes impact, risks and effort needed to implement a change request. This includes coordination and verification from different support groups
- Creation and Management of Change Requests
- Coordinates with operation and other IT groups to ensure seamless project or change implementation.
- Providing support to employees of the company
Job Qualifications
- Excellent Communication Skills - Written and Oral
- Experience of working in a shared services organization is an advantage
- Experience in Service Management is an advantage
- Candidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology or equivalent.
- At least 3 year(s) of working experience in the related field is required for this position.
- Preferably 2-5 Years Experienced Employees specializing in Technical & Helpdesk Support or equivalent.
- Applicants must be willing to work in Ayala, Makati.
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