The IT Associate Technical Management Analyst, provides Problem Support, Implementation and Escalation support to ADP Philippines end users on-site or off-site. The IT Jr. Analyst should be able to operate and maintain the different end user computing services being used within the ADP systems infrastructure. Should have a good understanding of systems and applications that will allow them to provide common solutions to frequent issues or requests of end users. SUMMARIZED DUTIES & RESPONSIBLITIES. Request Fulfillment oEnsures company established service level agreements (SLAs) regarding responses and resolutions oResponding in a timely manner to IT requests and issues. Incident Management oPrepares scheduled/unscheduled maintenance notification messages for distribution and maintains templates oProvide technical assistance on hardware and software issues that may be reported by employees Change Coordination / Management Operations Control (Console Operations, Monitoring, & Routine System Maintenance) Other Duties oInstallation of parts, equipments, lines, hardware or software, etc. oShifting schedules, primarily night shift and weekends to support 24x7x365 operations. oWilling to work onsite, and render overtime as required. oAsset deployment, monitoring, and maintenance of asset inventories. oDocuments process workflows, procedures, and resource database. oCoordinates with internal and external customers for new initiatives and resolving existing issues oAny other future developments and task that will be assigned under the areas of responsibility
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This position requires 1-3 years of IT support experience in a similar role or provided Helpdesk or Technical Support functions from BPO/Call Center company Bachelor's degree in Computer Science, Information Technology, Engineering, or related field. Strong service orientation and multi-tasking skills. Fundamental knowledge of core technology, and platform. Critical thinking and problem solving with excellent communication skills both written and verbal. Basic knowledge of Networking, Operating systems and desktop technologies. Able to work on a rotating shift, weekend shifts, and overtime. Certifications in more than one of the following: Microsoft, ITIL (Plus, but not required)
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