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Full-time Prime Support Analyst (Asian Development Bank Account)

at Teledatacom Phils. Inc. in

The Prime Support provides an escalation path within the IT Service Desk that contains personnel with additional skills, experience and research capabilities. This enables higher levels of resolution within the IT Service Desk organization. They are Subject Matter Experts (SMEs) in various IT Systems who will identify, investigate, diagnose and recommend/provide resolution to incidents.

Responsibilities:

1. Assist in incident management covering incident investigation, diagnosis, resolution and recovery.
2. Assist in problem management including problem identification, investigation, diagnosis and resolution in coordination with OIST resolving groups.
3. Recommend resolution to OIST for newly identified incidents and problems and seek approval before a resolution is implemented.
4. Coordinate with Client helpdesk and Desk-side Support and for escalated incidents and/or problems requiring 2nd level technical support.
5. Coordinate with OIST teams for incidents/problems requiring specialist technical support or resolutions requiring Request for Change (RFC)
6. Update the Knowledge base for workarounds and resolutions applied to incidents.
7. Perform, Assist and facilitate incident and problem resolution with ADB end-users if necessary together with the Desk-Side Suppot and Client Helpdesk


Requirements and Qualifications:

1. Must be a College Graduate with a degree in Information Technology, Computer Science, Computer Engineering or related course.
2. Must have a minimum of 5 years working experience as an IT Technical support or System Administration
3. Must have Expert knowledge and skills on Lotus Notes, Windows OS, MS Office, end-user equipment, hardware and network devices.
4. Must have certifications in the systems/applications such as:
a. Windows Operating System
b. Lotus Notes Software (experience in email, client-based applications, web-based applications and remote use)
c. Microsoft Office Suite applications (Word, Excel and Powerpoint)
5. Must possess excellent written and oral English Communication Skills since ADB is an International Organization with diverse nationalities



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Published at 30-05-2011
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