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L1 Service Desk Analyst

2 months ago

Manila, National Capital Region, Philippines HCL Technologies Philippines Inc Full time

HCL Tech is currently hiring for an L1 Level Service Desk Analyst for one of our clients. If you think you've got the knowledge, experience, and excellent English communication skills then this might be the right job opportunity for you.

Role: L1 Service Desk Analyst – Voice Support

Work Location: Science Hub Tower or One World Tower, McKinley Hill, Taguig City (We are few blocks away from Venice Grand Canal Mall)

Work Schedule: Candidate must be amenable to work in graveyard shift or shifting schedule.

Work Set Up: This 100% onsite/office reporting.

Job Qualifications:

Graduates of any 4-year course BPO experience are encouraged to applyBasic knowledge about software and hardware applications.Basic knowledge or familiarity with computer configuration and troubleshooting.Problem solving skills.Communication Skills: be able to communicate periodically and proficiently using all types of communication tools available such as phone, email, messaging, etc. with all types of users and colleagues in the organization.Must be willing to be trained.Job Description:Open, log, prioritize, assign, close tickets logged in the IT Service Desk.Query the User for all relevant information concerning the call made or issue reported by the user.Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call ResolutionRe-route misdirected Calls.Escalate tickets not resolvable by SD, in accordance with client's escalation procedures.Provide status updates on Tickets to users.Reopen Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction.Able to make sound decisions and work with minimal supervision.Excellent interpersonal skills to foster cooperation among users, support teams and peers.Healthcare account will be handled.Will be handling a voice account, and if required, additional contact channels as well such as Chat, Email, Self Service Tickets; Tools - Service Now, AD, RAVPN, Five9, Avaya, Ms Office, O365 environment, Cerner, Krono. Candidate Data Privacy Notice