Service Desk Analyst (m/f/d) Key responsibilities: Skills, knowledge and expertise:
Location:
Manila, Philipines
The first company of the deugro group, deugro was founded in 1924 in Frankfurt
am Main, Germany, by Carl E. Press, Sr. and is today a leading freight
forwarder in the field of turnkey projects, heavy lift and special transports
on both a national and an international level.The deugro group specializes in
several independently operating service areas to ensure the successful handling
of the operative business for the deugro group. All supporting functions such
as Controlling, Finance, Human Resources, Business Processes and IT,
Consolidation, Marketing, and QHSES are consolidated in one entity.
Become a part of our international Operational Excellence and Technology team at one of our
locations in Manila, Philipines. For the next possible date we are looking
for you in fulltime (40h/week) as Service Desk Analyst (m/f/d).
and respond to inbound calls or electronic requests from end-users
regarding products and technical issues
and documents all support cases via calls and service tickets from the
user community into the service desk ITSM tool
skills to resolve all technical trouble tickets at the service desk before
next level escalation
and resolves all application software or hardware incidents and requests
from end-users
to log and track incidents and requests from identification through
resolution stages; End-to-end incident management
up with reported complex incidents to ensure resolution, requests
fulfilled, and the user communication is complete; End-to-end incident
management
new user, move, or delete profiles using Active Directory and PowerShell
scripts.
general knowledge of current corporate, division, and facility-specific
products, as well as improving the ability to resolve requests on the first
contact
and acting upon service health alerts from Microsoft Services, Possible IT
Security breach alerts, Backup Recovery alerts (QNAP), Domain
Controller/Network/Server alerts utilizing knowledge on ticket management
process.
accurate and necessary information is obtained by utilizing templates when
available
for identifying shortcomings for implementing process improvements through
Knowledgebase articles, Problem tickets, Root Cause Analysis, etc.
with and supports IT&S, QHSES, and company standards, policies, and
procedures
team-player attitude with a distinctive hands-on mentality\
of Bachelor’s degree in computer science or similar education in a related
field
in working in a culturally diverse and dynamic environment
experience in IT troubleshooting and service desk platforms
analytical skills and understanding of Incident and Request management
processes
and experience in KACE Systems Management is a plus, but not required.
and understanding ITIL discipline is a plus, but not required.
to be flexible to work on different shift schedules, weekends, and
holidays as the role calls for supporting the global team 24/7
as well as persuasiveness and integrity
English communication skills
to build close relationships with stakeholders and customers
What we offer you:
Joining the team at deugro group offers you a long-term perspective for your
professional career in a prosperous and future-oriented company. In addition,
you benefit from flexible individual development opportunities in an
international environment. We want to work with people who not only bring the
right résumé/CV, but who also pursue their ideas with passion and put them into
action with commitment.
Contact:
Do you value a motivating, international environment with opportunities for
development and freedom? Send your application including your salary
expectations and a possible start date.
deugro (Philippines) Inc.
Ver De Jesus
6th Floor Paz Madrigal Plaza, Madrigal Business Park, Muntinlupa City 1770 PHL
www.deugro-group.com