IT Service Delivery Analyst in Pasig City

IT Service Delivery Analyst
(National Capital Reg - Pasig City)

Requirements:
Bachelors degree in IT or equivalent experience
Microsoft, ITIL, HDI Certifications is a plus
Knowledge in T-SQL, Oracle is a plus
Windows NT4 and Windows 2000/2003 Server Administration using remote tools
Microsoft Exchange 2000, 2003, 2007 support skills
Working experience with managing Internet access (ISA server management)
Experience with the set up and troubleshooting of hardware and software on Intel based Windows computers in a business environment.
Applicants with Windows services management, security and NT/AD domain models, TCP/IP, Domain Name Resolution, MS Office Application Support, customer support experience are highly desired.
2 to 3 years experience in an IT Helpdesk role or an equivalent combination of education and experience.
Proven working knowledge of call tracking systems, remote operational software and other helpdesk tools. Experience of call centre technology is preferred.
Good verbal and written English communication skills.
Knowledge of other European languages (i.e. French, Italian, Spanish, German, etc.) is a plus

Personal Characteristics:

Candidates must possess excellent conceptual and analytical problem solving abilities and must be able to troubleshoot issues in remote locations where on-site technical support is minimal
Must have good verbal and written communication skills and be able to produce technical documentation
Must be details oriented, able to work and act independently or in a team
Timetable flexibility and initiative
Remote resolution of technical incidents reported by end users regarding:
o PC’s, laptops, printers, network connection, internet access, standard and client’s applications
o Standard and client’s software installation, configuration and update
o LAN and email support to end users
o User management, file access permission management
o Telecom Agent management
Provide phone and remote service assistance
Ensure all work is carried out and documented in accordance with required standards, methods and procedures
Execute maintenance activity according to the procedure, report status about the result, escalate any non-documented or non-standard issue
Maintain daily relationship with IT organizations and Business Customers
Escalate faults/query calls or trouble tickets to IT/Operations/Development Team/Service Delivery Second Line Support or Solution Delivery Development Teams and track until resolution

Transcom Asia
4th Flr. Transcom Center Bldg.,
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Fontera Verde Compound,
Pasig City, National Capital Reg 1600
Telephone: 702-2400 or 702-2447
email address: liza.oafericua@nucomm.net