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Service Desk Analyst/Technical Support

3 months ago

Metro Manila, Philippines HCL Technologies Philippines Inc Full time

Qualifications

Bachelor's/College Degree, Computer Science/Information Technology or equivalent is preferred, but not required.At least 1-4 year(s) of working experience in the related field is required for this position (Service Desk, Helpdesk, Technical Support)Excellent communication skills.Must be ok with working in a shifting schedule.Must be amenable to go on site (McKinley West, Taguig).

 

Job Description

Ticket MonitoringAccurately identifying, repairing, resolving, and documenting end user technical issues regarding /desktop technical support and requests, printers, applications, mobile issues,Hands-on role were expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targetsCo-ordinating with support teams to provide timely resolution to customers.Categorize and prioritize end user support requests and service requests by utilizing a customer’s ticketing system to track tickets and provide up-to-date status and information.Identifying critical issues and following the initial incident management bridge process.Manage and triage multiple incoming priorities effectively by understanding customer needsBeing prepared to work out of hours when required and to provide out of hours on-call support cover as required.Troubleshooting and resolving software issuesTaking ownership of issues through to resolution on all appropriate requests.Categorize and prioritize end user support requests and service requests by utilizing a customer ticketing system to track tickets and provide up-to-date status and information

 

Benefits

HMO on Day 1 (with 3 dependents)Annual LeavesSick Leaves - convertible to cashLife insuranceQuarterly Incentive Bonus