PH - Service Desk Analyst Level 2, APAC

about 1 month ago
Full time role
Hybrid · Manila, NCR, PH... more

Department: Information Solutions

Job Location: Manila, Philippines 

Reporting to: Regional IS Manager (Africa)

Travel required: Flexibility to travel will be required

 

Company Overview:

A world free of fossil fuels. If you share our vision, then join us on our mission.

 

This is your opportunity to make a real difference in averting the climate crisis, in an organisation that is at the forefront of the global transition to renewable energy.

 

Mainstream Renewable Power is a recognised global leader in renewable energy; and the pride we all get from developing, constructing and operating our projects is one reason why we are officially recognised as a Great Place to Work.

 

Now we are looking for people who can power our progress to a new level. If you want to make a real difference in the world, working with our extraordinary team across six continents, check out our newly created role.


What you will do?

  • Triage cases according to the technology and its priority including but not limited to Service Requests, Change, Problems, Incidents and Security Incidents. Provide contact support of incoming requests to the service desk to ensure courteous, timely, and effective resolution of end-user issues.
  • Prioritize incidents and service requests according to defined processes to meet defined SLAs, with escalation as required. Proficiency in identifying and triaging incidents based on priority and quickly escalating them to appropriate channels. Responsibility for communicating with the global IS team via the Teams group channel.
  • Manage case queue within SLA and provide first/second level support for APAC and global users if required. Support staff in office and those working remotely.
  • Research solutions through internal and external knowledge bases.
  • Test fixes to ensure an incident has been adequately resolved. 
  • Create help sheets, guides, and FAQ lists for end users - creating user guides and updating information on IS ASK. Contribute to technical knowledge base.
  • Follow documented processes that are followed by the IS team, highlight any regional difference in processes.
  • Collaborate with the team to provide suggestions for continual improvement. 
  • Responsibilities including asset management, such as renaming, wiping, deleting, or retiring devices via Intune.
  • Responsibility for the induction experiences of all new Starters in APAC, which involves delivery of IS inductions on laptops / Windows 10,11 / videoconferencing / Teams and  printer setup. Ensuring all new Starters have the necessary equipment, licenses, and applications available. 
  • Support the culture of Service Excellence internally with IS Colleagues and with support from vendors, maintaining strong working relationships with external 3rd Party Subject Matter Experts (SMEs)  
  • Vulnerability Management - Addressing vulnerabilities on laptops detected by Microsoft Defender.
  • "A can do attitude”, the ability to meet, and manage third parties to meet SLA’s and work on one's own initiative without needing reminders.
  •  Support the team to retain ISO-20000 and ISO-27001 certification through implementing continuous improvements to streamline processes and properly evidencing activities on cases.
  • Coordinate any networking/infrastructure activities at sites.
  • Occasional visits to APAC offices/sites when required.


What we require?

  • Technical knowledge about Windows OS, Microsoft Office, Microsoft 365, Entra ID, AD DS and MS Intune is mandatory. Knowledge about Dynamics 365 is desirable.  
  • Excellent communication skills and a strong customer-oriented focus. 
  • A relevant 3rd level qualification in Engineering or IT, or equivalent industry experience/qualification. 
  • A good operational and/or business analysis background.
  • Experience in managing IT service requests and incidents.
  • Understanding of ITIL, Service Management and Change Management Methodologies.
  • Understanding and/or previous experience with the SharePoint.
  • Microsoft Certifications on Azure, Active Directory, Microsoft Business Applications and PowerShell scripting experience would be a distinct advantage.
  • Minimum basic understanding of networking, AP's, firewalls, and switches.
  • Experience in deploying applications, scripts, and policies via Intune
  • The successful candidate should have previous experience in IT Service Support, with excellent technology and people facing skills, strong problem-solving ability, and a keen interest in developing and furthering their technology skills. 

 

Why you really should click that button 👇

 

We offer you the opportunity to work in a dynamic and entrepreneurial organization, to be part of a diverse workplace with regards to gender, age and cultural background in the most exciting industry in the world today. You will receive a very competitive total benefits package including an excellent base salary, bonus scheme and share options.

 

Career development

  • Training opportunities
  • Secondment and relocation opportunities
  • Career progression 


Shared financial success 

  • A competitive, industry benchmarked and cost-of-living linked salary, reviewed annually
  • Annual bonus 
  • Share options


Work/life balance

  • WFH in a hybrid working arrangement


True diversity & inclusion

  • Equal opportunity targets 
  • GWEC Women in Wind and Mainstream Women in Renewables programmes 
  • You can be you, whatever your gender, color or sexual orientation


Care for health & wellbeing 

  • Generous health insurance coverage and allowance where applicable


Apply for this job now and see how we can energize your career!