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IT Support Analyst

₱ 40,000.00 monthly ·  Pampanga, Central Luzon ·  15 September (updated)

Shore 360

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15 reviews
  • Description

  • Roles and Responsibilities

    The IT Support Analyst is expected to take part and deliver results from technical support, security, projects, financial management, and processes. The tasks the IT Support Analyst will undertake are:

    Technical/IT Systems

    - Managing first touch technical support in resolving service disruptions including the logging of all Incidents and Service requests.

    - Providing first level PC, network, and technical support for all PC users, supporting Microsoft 365 and technologies, and other internally developed systems as deemed appropriate.

    - Supporting installation of hardware and software in consultation and direction of Mosaic IT.

    - Helping ensure all staff are provided with functioning hardware, software, network and telephony services.

    - Helping resolve incidents arising from disruptions to hardware, software, network and telephony services.

    - Providing first level support and coordinate users’ and resolvers’ when service disruptions occur. - Identifying and implementing opportunities for improving Service Desk capability, IT Services, and business process improvement.

    - Coordinating and managing support tasks for various systems including Microsoft 365 and internal business applications.

    - Working with various business units to support and maintain new and existing customer data and system integrations.

    - Managing IT equipment and Mobile phone requests including tracking and reporting.

    - Ensuring issue diagnosis and resolution according to SLA’s within the IT Service Catalogue, ITIL work practices and procedures. For the life of the Incident or the Request, ensure timely and accurate updates to the Customer as to the status of an Incident or Request.

    - Ensuring retention of ownership, monitor, track and manage Incidents and Requests through their lifecycle.

    - Logging and monitoring all Incidents and Requests with clear details/instructions with any customer-specific requests.

    - Providing support to users covering LAN & DB connectivity issues, as well as hardware and software.

    - Handling ServiceNow, Zendesk or equivalent toolset administration, supporting Issues, Problem and Service Desk.

    - Liaising with users and service suppliers i.e. Mosaic IT, PTV, HUB in relation to IT related services/problems including documentation and update of procedures and instruction.

    - Providing on-site maintenance tasks arising from authorised requests from the National IT Manager and/or Mosaic IT, implemented in accordance with Policy and procedures.

    - Maintaining the register of hardware/software location, Asset Register, licenses and warranty/service agreements including disposal/sale of equipment in line with asset policy.

    - Preparing and updating of IT procedures documents including desktop procedures.


    - Participating in the implementation of IT security policy, standards, guidelines and procedures.


    - Working with the IT Team and Business Leaders to ensure a coordinated and proactive approach to IT projects.

    - Participating in projects where input may be required.

    Financial Management

    - Identifying ways to streamline processes that lead to efficiencies (cost, time etc.).


    - Helping maintain a trouble-free computer equipment and networking environment.

    - Updating and maintaining registers and documentation for IT&S procedures.

    - Helping maintain the integrity of the network, internet, intranet, HUB, PTV and all other systems.

    - Actively contributing to IT initiatives.

    Required Experience

    - Experience in Microsoft Desktop/Network/Server administration and support

    - 1-3 years of experience as an IT Service Desk Officer within a small-medium Information Technology Team

    A Successful Candidate must have

    - Flexibility and adaptability to manage to change work requirements and varying volumes of work

    - Ability to work cooperatively and effectively within the team and the organisation

    - Ability to manage multiple tasks simultaneously, solve problems, manage and meet deadlines and maintain a high quality of work

    - Personal presentation that reflects a professional image and the values of the organisation

    - Ability to prioritise administrative duties, organise and prioritise work in an environment with multiple and conflicting demands

    - Solid technical background with an ability to give instructions to a non-technical audience

    - Customer-service oriented with a problem-solving attitude

    - Excellent written and verbal communications skills

    Proficient with

    - Knowledge of Office 365/ SharePoint and Microsoft Product Portfolio (intermediate to advanced)

    Experience Advantage

    - Certificate 4 in IT Service Desk or equivalent.

    - ITIL experience and knowledge.

    - Background in the Logistics and Transport Industry

    - Experience working within an Agile environment.

    - Strong analytical and documentation skills to assist in developing procedures to streamline IT and business processes.


    - Immediate start

    - Competitive salary + paid benefits

    - Free barista-style coffee and subsidised canteen

    - Free parking and jeepney services

    - Medical and dental insurance

    - Great culture

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 1
  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • IT Support Analyst

  • Pampanga, Central Luzon

  • Company

    Shore 360
  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Salary

    ₱ 40,000.00 monthly

  • Apply