Helpdesk Analyst (7 vacancies)

Helpdesk Analyst
(National Capital Reg – Makati)

* Support and coordinate support for the local and remote users communities; including desktops, laptops, and networking. Support hardware, software, and voice and data communication equipment. First line of support, using basic troubleshooting skills for phone calls and network monitoring pages: contact on-call staff as required and work with the problem coordinator to escalate problems as defined by Problem Management procedures.
* Become aware of fixes to known issues (routers, servers, switches,and network) for quick resolution. Update and maintain troubleshooting guides. Maintain current technical expertise in the rapidly changing technology and utilize state-of-the-art techniques when implementing or recommending solutions.
* Keep a log of all activities and troubleshooting, attend meetings and training. Generate metric reports: utilization, peaks, outages, etc.
* Update and maintain operations and configuration documentations.
* Technical evaluation of critical issues and incidents, participation in root cause analysis teams and management of project activity impacting the call centers.
* Perform other duties as assigned.

REQUIREMENTS:

* At least 1 year experience with LAN/WAN voice and data networks inlcuding VOIP. Background in the setup, support and management of application servers, LAN and file printing, E-mail servers, remote access technology, voice communications, wide area networks, Internet infrastructure and T1/Frame Relay.
* Experience supporting voice and data network hardware; common desktop hardware, OS, and applications; and LAN hardware, OS, and applications required.
* IT user support, Help Desk, IT service request, application support, workstation support, environment migration and project management skills are preferred. A customer service approach to supporting end users, working with vendors and coordinating with the US-based IT department is a must
* Strong communication and interpersonal skills and be able to interact effectively with customers

For more information, you may visit InfoNXX at www.infonxx.com

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