L1 Service Desk Analyst

3 days ago

Taguig, Philippines HCLTech Full time

Overview

L1 Service Desk Analyst – 100% onsite in McKinley Hill, Taguig City, Philippines; Graveyard Shift or Shifting Schedule.

About This Role:

As an L1 Service Desk Analyst, you will be expected to provide level 1 technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Qualifications:

  • With at least 1 year of experience as CSR or TSR or Service Desk – Voice Support is an advantage.
  • With basic knowledge about software and hardware applications.
  • With basic knowledge or familiarity with computer configuration and troubleshooting.
  • Must 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.
  • Immediate joiners are preferred for this role.

Primary Duties and Responsibilities:

  • 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 Resolution.
  • Escalate tickets not resolvable by SD, in accordance with client’s escalation procedures.
  • Provide status updates on Tickets to users.
  • Re-open 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.

What We Offer:

  • Opportunity for career growth
  • Highly competitive and flexible package salary
  • HMO Benefits since Day 1 (including up to 3 dependents)

Seniority level: Associate

Employment type: Full-time

Job function: Customer Service, Information Technology, and Analyst

Industries: IT Services and IT Consulting

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