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9705BRCompany Summary:As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.comAuto req ID:9705BRExternal Job Title:IT Service Operations Specialist – Global IT Service DeskPosition Responsibilities:

• Primary daily responsibilities providing user account management for both Microsoft Active Directory related systems, and other business applications, following specific processes and guidelines to ensure that tasks are completed consistently and efficiently

• Receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy and proficiency

• Assist with administration of mobile devices, Cisco phones, SCCM, Sophos Antivirus, MFA, and other related applications

• Perform weekly, monthly, quarterly, and annual compliance or audit-related tasks

• Follow up on all assigned tickets or tasks to ensure proper response and satisfactory resolution, keep detail oriented documents and keep the customer or business partners updated of the status and resolution times

• Log all incoming tasks and requests in the incident tracking system and document all actions, to include all follow up conversations, status updates, troubleshooting steps, and resolution

• Contribute technical solutions to the IT Knowledge Base

• Interact with users, team members and management in a global and multi-cultural environment.

• Initiate or participate in process updates and refinements

• Receives intake process from other groups/business units and initiate process documentation, planning, execution, and communication to provide knowledge transfer to impacted teams.

• Initiate process documentation to share with impacted teams

• Participate in auditing and IT security initiatives

• Performs root cause analysis for various issues and recommends improvements

• Provide training, process updates and best practices to relevant teams in small group session

• Participate in rotating weekend on-call duty

• Participate in projects and initiatives as directed by the Service Desk Manager

• Provide guidance and mentoring to team members

Work Location:Philippines, Makati City Qualifications:

• 3-5 years IT support experience on a corporate Service Desk or in another technical support role with a background in either Customer Service or as an IT Service Desk Analyst

• Excellent writing, communication, and interpersonal skills

• Strong Analytical, troubleshooting and problem solving skills

• Demonstrated knowledge of PC/MAC hardware, software, components and basic troubleshooting, Windows networking, LAN/WAN, DNS, TCP/IP, Active Directory system administration tasks, and mobile devices

• Proficiency in Microsoft products and operating system, certifications preferred

• Familiarity with resolving remote connectivity issues

• Ability to deal with multiple priorities in a fast-paced environment a must

• A+ and ITIL V.3 certification a plus

Travel Requirements:NoApplicant Privacy Notice:Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you (“Personal Data”) to administer and evaluate your application. We are the “controller” of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice (https://education.deltek.com/web/du_internal/Recruitment/Applicant Privacy Notice.pdf) . Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.Business Summary:The Deltek Information Technology team provides technical support, services and applications to Deltek's global workforce. We are dedicated to finding innovative ways to help our employees maximize their productivity and exceed their business goals. If you're a world-class problem solver looking to be part a diverse, dynamic and collaborative team – join us as we power success for all of Deltek.