Service Desk Analyst

4 weeks ago

Taguig, Philippines Dynamic Talent Solutions Full time

Role: L1 Service Desk Analyst

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

Work Schedule: Candidate must be amenable to work in a shifting schedule.

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

  • 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
  • Re-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.
  • 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.
  • RelevantService Desk Experience is an advantage.
  • Basic 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.
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