IT Support Analyst (Onsite)

Crown Worldwide Global Business Services Inc.

Taguig City

 

Job Highlights

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Job Description

Crown Worldwide Group is a privately owned, global logistics company founded in 1965 and headquartered in Hong Kong. We are an extraordinary and purposeful business committed to making it simpler to live, work and do business anywhere in the world, delivered through our broad portfolio of complementary brands. Together these enable us to; relocate people’s lives and possessions, help companies move teams to new locations near and far and help them manage their workspaces. We also transport, store and install precious art collections and keep company data and records safe, yet accessible.

We oversee a wide-ranging CSR program which supports local and global charities, actively champions employee wellbeing and continually seeks to reduce our environmental footprint. We are also proud of our diverse and inclusive culture. This provides all our employees with a sense of belonging which allows them to reach their full potential.

Discover Crown. www.crownworldwide.com

This position is an onsite position and reports to the IT Service Desk Manager.

The position is primarily responsible for receiving, categorizing and resolving or escalating issues raised by onsite employees. Installation and support of IT Equipment, trouble shooting of networking issues and liaison with ISP’s thus enabling Crown to conduct business efficiently through effective use of IT.

The position is required to follow Crown’s IT policies and procedures as documented and other relevant processes as directed.

Willingness to learn and grow in a fast-moving high demanding environment

Willingness to work outside office hours, on public Holidays (and very rarely during weekends).

Location: Taguig, BGC - Manila, Philippines

Working Hours: 8:30am - 5:30pm. Mon – Fri.

Key Focus Areas

· Administration

· Corporate Social Responsibility

· Other

Key Tasks and Responsibilities

Administration

Receive, categorise, resolve, or escalate (when necessary) IT Service Desk tickets submitted by staff for their technical issues and requests. Create outstanding customer support experience by ensuring timely resolution, communicating promptly on progress and handling customers with a kind and professional attitude Follow up with other support staff or service resources involved in resolution to ensure incidents are resolved, and the customer communication is complete. Document resolutions and update self-help and staff knowledge bases. Install, configure and support of IT equipment such as desktops, laptops, printers, MFCs, mobile devices, Network Switches, WAP. CCTVs & UPS. Troubleshooting network communication issues, and end user network connectivity. Provide basic Citrix Support Services. Liaise with ISPs as and when there are internet outages or unstable connections. Recommend and implement improved process and best practices within the scope of internal IT. Ensure the integrity of the information in the Service Desk by carefully reviewing calls and updating incorrect or unclear information. Raise Concerns/issues to a supervisor or other senior team member.

Corporate Social Responsibility

Support the company CSR commitment and goals.

Other:

Adhoc duties as assigned by the Manager to include but not be limited to: Basic User setup – Creation & Termination of AD User Accounts, Email, AD Group Membership etc. Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying full and correct completion of scheduled jobs such as backups. Troubleshooting network communication issues, and end user network connectivity. Maintain IT equipment inventory Maintain system-related documentation and procedures Co-ordinate with other teams as needed and share technical skills or transfer knowledge. Report potential issues and progress to line manager in a proactive manner. Draft Communication to staff in case of any system/network outages. Communicate any known system issues/workaround to other regional IT in a timely manner. Demonstrate and promote the company vision and values.

Aptitude, Knowledge and Qualifications

Aptitude

Ability to demonstrate commitment to customer service and continuous improvement. Ability to set priorities, work autonomously, manage your time and workload and dependably meet strict deadlines. Professional attitude and a willingness to contribute within a team environment. Personal organization and strong analytical and problem-solving skills Excellent communication skills, both written and verbal. Role involves liaising with overseas customers. Exceptional interpersonal skills and ability to build good rapport. Ability to manage multiple priorities effectively. Passion to work in a team-oriented, collaborative environment. Willingness to learn and grow in a fast-moving high demanding environment Ability to perform remote troubleshooting and provide clear instructions Experience in Relocating and Installing Network equipment & Professional Network Cabling, is desirable.

Professional Knowledge and Skills

Experience in IT Service Desk systems. Experience in Cherwell is a plus. Higher-level skills in IT networks and Windows based Client Operating Systems. Knowledge & Experience in Active Directory Knowledge/Experience in SCCM is a plus Knowledge/Experience in Administering VMWare is a plus Knowledge/Experience in Cloud based technologies ex: Azure is a plus Knowledge/Experience in IT security is a plus. Ability to demonstrate a broad knowledge of technologies used by Crown and IT in general. Cultural sensitivity and awareness.

 

Qualifications

Degree in IT or equivalent experience. 8 -10 years of experience supporting employees in an internal IT support role. Microsoft, ITIL, Cisco certifications or equivalent experience.

What we offer

Crown provides a friendly work environment and more:

Flexible work arrangements (appropriate to job roles) CSR and Work-life balance initiatives Comprehensive employee benefits Group medical/ dental scheme Various leaves Group life insurance Personal accident insurance Annual health check-up Employee assistance programme