Job Description

1.1Title:Position Details:
Job Desktop Support Analyst 1 Job Profile: PHL5362
Department: End User Services
Reports To: Supervisor, ICDS
Location: Philippines
Status: Full Time Permanent
Job Purpose

End User Support Analysts provide technical support to local and remote users via telephone, email, interaction
&/or with remote access resources on a daily basis, relying on experience and established procedures to analyze
and resolve technical support incidents and problems.

Key Accountabilities
 Efficiently categorize, prioritize and diagnose incidents and service requests received via ticketing system
 Prioritizes own workflow to meet deadlines as assigned by the leadership team
 Provides technical assistance to end-users and/or guidance to acquire resolution within established SLAs
 Efficiently images, installs, tests and maintains desktops, laptops, thin-client terminals, peripherals, printers
and multiple desktop applications
 Proactively contact end users with follow-up telephone calls, IM or Email messaging or direct personal
interaction
 Establishes a proficiency in the applications, system interface, tools, and processes within the department's
scope
 Develops proficiency in the business support processes that drive the applications within the department’s
scope
 Participates in small and large scale PC-related projects
 Coordinates and performs PC equipment moves as requested by Facilities management
 Collaborates with Asset Processing team to manage hardware and software inventory
 Creates, maintains, and adheres to required departmental SOPs as assigned by the leadership team
 Assists Service Desk Analysts with technical service request escalations
 Provides hands-on support for Engineering and System Admin teams, as requested
 Participates in on-call support rotation, including additional night and/or weekend hours
 Available to travel, as requested

Qualifications
Education: High school Diploma or equivalent work experience
Experiences, Skillsets & Personal Competencies

Minimum Requirements:
 Minimum 3 years of PC hardware/software technical support experience
 minimum 2 years of networking, voice/data cabling, telecom and Audio/Visual experience
 minimum 2 years of experience supporting mobile devices
 Excellent customer experience, communication and collaboration skills
 Strong detail orientation and organizational skills
 Ability to lift IT equipment, up to 50lbs, including desktops, printers, server racks, blades and UPS
 Works well in high pressure situations and with multiple task assignments
 Technical Certification (examples: CompTIA, CCNA, Microsoft, etc.)

Job Description No. Revision: Revision date: Page 1 of 2

F-011-HR-14 Rev 2 EDT: 11/15/10 RDT:10/9/19 2 10/9/2019
 Job Description
Preferred Requirements:
 2-3 years of advanced software support experience (examples: Microsoft, Apple, Oracle, Putty, etc.)
 Minimum of 2 years Networking, Server and Telecom support experience
 Bachelor degree a plus

Sign Off
I acknowledge receipt of this job description and accept the duties outlined within it
Employee Name Signature Date
Click here to enter a
date.
Manager Name Signature Date
Click here to enter a
date.

About Asurion:

Asurion helps people protect, connect and enjoy the latest tech – to make life a little easier. Every day our 19,000 experts help nearly 300 million people
around the world solve the most common and uncommon tech issues. With just a call, tap, click or visit, Asurion can provide a next day replacement of your
smartphone, help you stream your favorite show, manage your smart home or simply connect with no buffering, bumps or bewilderment. Helping you stay
connected and getting the most from the tech you love is our top priority... no matter what device you have or where you purchased it. Learn more at
Asurion.com.

Job Description No. Revision: Revision date: Page 2 of 2

F-011-HR-14 Rev 2 EDT: 11/15/10 RDT:10/9/19 2 10/9/2019