Service Desk Analyst Job at Aprio (Makati)

Job Description

Work with a nationally ranked CPA and advisory firm that is passionate for what's next. Aprio has 30 U.S. office locations, one in the Philippines and more than 2,100 team members that speak 60+ languages across the globe. By bringing together proven expertise, deep understanding, and strategic foresight for fast-growing industries, Aprio ensures clients are prepared for wherever life or business may take them. Discover a top-rated culture, vast growth opportunities and your next big career move with Aprio. Join Aprio's Business Operations - Information Technology Team and you will help clients maximize their opportunities. Aprio is a progressive, fast-growing firm looking for a Service Desk Analyst to join their dynamic team.

Job Responsibility

First-Line Support: Offer initial assistance to users via phone, email, or ticketing systems. Address common issues such as password resets, software installation, printer problems, and basic network troubleshooting
Ticket Management: Accurately log all service requests, incidents, and inquiries into the IT service management platform, ensuring detailed information is captured for each ticket
Issue Resolution: Diagnose and resolve simple technical problems following established procedures and scripts. Provide step-by-step guidance to users to resolve routine issues
Escalation: Identify situations requiring advanced technical expertise and escalate tickets to Level 2 or appropriate support teams, providing all necessary documentation and background
Customer Service: Communicate clearly and professionally with users, demonstrating patience, empathy, and understanding. Deliver consistent updates on the status of their requests
Knowledge Management: Consult and contribute to the documentation of known issues, resolutions, and frequently asked questions in the organization's knowledge base
Follow-up: Ensure all tickets are resolved in a timely manner, following up with users to confirm resolution and satisfaction, and closing tickets upon completion
User Onboarding and Offboarding: Facilitate the onboarding of new hires by preparing accounts, devices, and access to essential systems. Ensure that departing staff’s accounts are deactivated securely and that devices and data are properly managed in accordance with organizational policies
System Monitoring: Perform routine checks on critical IT systems as directed, reporting anomalies or failures to higher-level support staff
Adherence to Policies: Follow company protocols, security procedures, and data privacy guidelines at all times

Requirements

Technical Knowledge: Basic understanding of computer hardware, software, operating systems (Windows, macOS), network concepts, and common applications
Communication Skills: Ability to communicate technical concepts to non-technical users in clear, straightforward language
Problem-Solving: Logical approach to troubleshooting and resolving common technical issues
Customer Service Orientation: Friendly, patient, and professional demeanor in all user interactions
Organizational Skills: Efficient time management and ability to prioritize multiple requests
Team Collaboration: Willingness to work with other IT staff and support teams
Adaptability: Comfortable working in a fast-paced environment and adapting to new technologies and processes
Education: Information Technology graduate or any related courses
Experience: Prior customer service experience is highly beneficial. Entry-level IT support experience or internship is desirable but not essential
comprehensive training is often provided

What we offer

Wellness program
HMO coverage
Rewards and Recognition program
Free shuttle service (provided by CDC | for onsite employees)
Free lunch meal (For onsite employees)
On-demand learning classes
Discretionary time off and Holidays
Performance-based salary increase
Discretionary incentive compensation based on client or individual performance
Hybrid set up to selected roles/location, terms and conditions may apply
CPA & Certification Assistance and Bonus Program

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Service Desk Analyst

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