Service Desk Analyst

April 22, 2021

Position ID: 20210114-Service-Desk-Analyst

Job Description/Expectations :
The main role of Movaci’s Service Desk is to provide Level 1 and 2 incident resolution and escalation to Level 3 engineers. Movaci’s Service Desk also assists other Movaci departments to troubleshoot problems that external customers and internal users encounter with Movaci services.

Qualifications

  • Ability to discern customers’ needs and troubleshoot accordingly.
  • Ability to communicate with customers’ in a professional manner.
  • Experience in repairing and configuring computer hardware and applications
  • Experience in repairing and configuring basic network hardware and applications.
  • Willingness to learn about and research new hardware and applications in the IT field.
  • Knowledge of how to make/repair physical layer/media networking equipment.
  • Experience with driving a car and own a current drivers license. • Strong English reading, comprehension and writing skills.
  • Mid to Good spoken English.

Responsibilities

  • Assist in Movaci projects assigned to the Service Desk department.
  • Train and assist fellow staff with less experience.
  • Monitor, answer and escalate tickets in ticket queues according to SLA agreements with customers and skill set of employees.
  • Perform LV 1 and LV 2 onsite technical support according to SLA agreements.
  • Provide remote support to customers who have an SLA agreement.
  • Provide technical support and training for all customers PC & Laptop units that arrive.
  • Track, maintain, monitor and support Movaci office workstations and hardware.
  • Perform bi-weekly Service Desk hardware inventory stock audits.
  • When authorized by Service Desk manager or Lead, assist the Administrative department with basic maintenance of company property.
  • When authorized by Service Desk manager or Lead; work with other Technical departments in Movaci on projects & tasks.

For more Information:

Human Resources Department
Email: Human Resources Department | Phone: +66 (053) 920 555 | Fax: +66 (053) 204 356

Download job description (.pdf)

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