Deskripsi Pekerjaan
Are you a customer-focused IT professional with a passion for problem-solving and a knack for providing exceptional technical support? ConnectOS is on the lookout for a talented Service Desk Analyst to join our dynamic team in the Philippines. In this crucial role, you'll be the first point of contact for our Australian retail clients, ensuring their IT systems run smoothly and efficiently.
This isn't just another support role; it's an opportunity to be an integral part of operations for leading Australian retail brands. We value a flexible approach and are seeking individuals who thrive in a fast-paced environment and are eager to make a tangible impact. If you have a solid foundation in IT service and application support, coupled with excellent communication skills, we want to hear from you!
At ConnectOS, we pride ourselves on fostering a supportive and growth-oriented environment. You'll gain exposure to diverse technologies and play a vital role in maintaining critical business functions. If you're ready to advance your career as a Service Desk Analyst and contribute to the success of Australian retail, apply now!
Tanggung Jawab
- Provide first-level technical support and incident resolution for IT hardware, software, and network issues, primarily for Australian retail users.
- Log, track, and manage all support requests using a ticketing system, ensuring timely resolution and escalation where necessary.
- Assist users with Microsoft Office productivity suite applications (e.g., Word, Excel, Outlook, Teams) and other business-specific applications.
- Perform basic troubleshooting for desktop, laptop, printer, and mobile device issues, both remotely and occasionally on-site.
- Guide users through diagnostic procedures to determine the cause of issues and provide effective solutions.
- Contribute to the creation and maintenance of knowledge base articles and technical documentation.
- Ensure compliance with service level agreements (SLAs) and deliver exceptional customer service with every interaction.
- Collaborate with senior IT staff and other departments to resolve complex issues and improve overall system reliability.
Kualifikasi
- Minimum of 12 months of proven experience in an IT Service Desk, Helpdesk, or Application Support role.
- Demonstrated working experience with current Microsoft Office Productivity suite (Microsoft 365, Office 2019/2021).
- Strong understanding of Windows operating systems and basic network troubleshooting.
- Excellent verbal and written communication skills in English, with the ability to explain technical concepts clearly to non-technical users.
- Proven problem-solving abilities and a logical approach to diagnosing and resolving technical issues.
- Customer-focused mindset with a commitment to providing high-quality support and user satisfaction.
- Ability to work independently and as part of a team in a fast-paced, flexible environment, adapting to AU retail business hours.
- Experience with IT service management (ITSM) tools or ticketing systems is highly desirable.