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Service Desk Analyst 1 - MNL
Support international end-users by resolving diverse IT issues efficiently and professionally
Manila
Entry Level
16 hours agoBe an early applicant
Asurion
A global provider of technology protection and support services for devices, appliances, and consumer electronics.
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Service Desk Analyst 1
The Service Desk Analyst 1 is responsible for delivering first-level service and support of end-user service requests and computing issues to include, but not limited to:
- Internationally offices and call centers
- All remote and work at home employees
- External access to internal systems
- All end-user devices and software that connect to the Asurion network
The position requires a commitment to end-user satisfaction and experience in driving process improvement.
Responsibilities include:
- Providing 24/7/365 first level IT support, may require shift work.
- Working with Asurion end-users to fulfill service requests and resolve incidents.
- Achieving individual and team goals including quality.
- Organizing workload to meet deadlines as assigned by the team leadership.
- Building and maintaining relationships with all IT and applicable business units.
- Maintaining awareness of the current and forecasted states of the IT environment.
- Staying informed of current or changing trends in IT operations.
- Adhering to service desk best practices and process frameworks.
- Maintaining the knowledge base repository.
- Recommending productivity improvement plans.
- Reviewing and attending training for all current, revised or new offered services.
- Maintaining a working knowledge of Asurion's applications and system integration.
- Escalating issues to leadership in a timely and appropriate manner.
- Developing a proficient level of understanding of the Asurion business models.
- Adhering to all departmental policies, process and procedures as assigned by the team leadership.
About Asurion
A global provider of technology protection and support services for devices, appliances, and consumer electronics.