IT Support Analyst
TECHNICAL & HELPDESK SUPPORT (Staff)
PHP 30,000 - 35,000
14.585594161391144, 121.06140982581113
Manila - Luzon - Philippines
Manila - Luzon - Philippines
DESKRIPSI PEKERJAAN
1. End User Support
• Provide L1 (Level 1) support coverage through ticket management, ensuring timely resolution of incidents.
• Diagnose and resolve user-reported issues; escalate as necessary to higher support tiers or development teams.
• Facilitate bug reporting and feature request tracking, ensuring feedback is documented and prioritized.
• Oversee user account management, including provisioning, access requests, and permissions updates.
• Process and coordinate training requests from internal teams or end users.
2.User Enablement
• Conduct user onboarding sessions to ensure smooth adoption of tools and systems.
• Maintain and distribute user adoption reports, tracking engagement metrics and identifying areas for improvement.
• Support ongoing communication through newsletters and updates on new features, releases, or best practices.
•Develop and maintain e-learning materials and training content.
• Conduct and analyze user feedback surveys to improve processes and support delivery.
3. Operations Management
•Manage incident response processes, including escalation paths and root cause documentation.
• Perform project retrospective reviews to identify lessons learned and improvement opportunities.
REQUIREMENT
Bachelor’s degree in Information Technology, or any IT-related field. At least 1 year of experience in operations, customer support, or end user services. Familiarity with ticketing tools like Jira Understanding of incident management, user enablement, and SLA-driven support models. Excellent communication and organizational skills. Analytical mindset with ability to generate reports and insights. Ability to work across time zones and collaborate with global teams.
DETAIL LOWONGAN
- Umur -
- Min GPA -
- Min. Qualification S1/D4
- Min Experience Staff
LOKASI KERJA
Address
Manila