Stolt-Nielsen Limited

Junior Service Desk Analyst

Stolt-Nielsen Limited

full-time

Posted on:

Origin:  • 🇵🇭 Philippines

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Job Level

Junior

Tech Stack

CitrixJavaScript

About the role

  • Provide first level support via calls and emails; log and handle Incidents and Service Requests using incident management and request fulfillment processes.
  • Keep users updated on progress and actions for Incidents and Problems; communicate planned and short-term changes of service levels to the Business.
  • Record and manage the life-cycle of all Incidents; allocate unresolved Incidents to second/third line support teams or third-party vendors and coordinate responses.
  • Manage critical or major incidents up to resolution.
  • Manage the service management system: maintain standing and dynamic data, service levels, customer and user information, services, support resources, and automations.
  • Participate in digital transformation: enrich self-service systems and knowledge content, automate routine activities, enhance service management tools, and maintain existing digital platforms.

Requirements

  • Must have a Bachelor’s/College Degree in Computer Science or Information Technology.
  • Desired knowledge includes ITIL concepts, Agile, DevOps, and prior IT service delivery experience in an end-user facing environment.
  • Technical expertise in networks, hardware, storage, operating systems, Windows 10, Citrix, mobile platforms, Office365, SharePoint, SCCM, and MFA.
  • Added value: JavaScript, HTML/CSS, and web design tools.
  • Proficiency in MS Office applications such as Excel, PowerPoint, Outlook, and Visio.
  • Strong written and verbal communication skills.
  • Collaboration, problem-solving, and adaptability.
  • Proactive and willing to work shifting schedules (nights, holidays, weekends).
  • Able to perform well in a fast-paced, results-driven environment.