IT Service Desk Analyst

4 weeks ago

Muntinlupa, Philippines IGT Solutions Pvt. Ltd. Full time

9th Floor Ayala Southpark Corp, National Capital Region (NCR), Philippines, Philippine OBJECTIVE OF ROLE An IT Service Desk Analyst serves as the first point of contact for users experiencing technical issues, providing troubleshooting and support for hardware and software, managing incident tickets, documenting solutions, and escalating complex problems to higher-level IT teams. Key responsibilities include diagnosing and resolving technical problems, installing software, providing user guidance, maintaining systems, and ensuring high customer satisfaction. KEY RESPONSIBILITIES User Support: Provide first-level technical assistance to internal staff or external customers for IT-related issues, such as hardware malfunctions, software errors, and network connectivity problems. Diagnose, troubleshoot, and resolve technical issues efficiently, guiding users through problem-solving steps. Ticket Management: Log, categorize, and track incoming support requests, ensuring thorough documentation of incidents and their resolutions. Escalate unresolved or complex problems to appropriate IT departments or specialized support teams. Communication: Clearly communicate technical information and provide guidance to users with varying technical knowledge. System Maintenance: Install, configure, and maintain computer hardware, software, and network applications to ensure optimal performance and minimal downtime. EXPERIENCE Fresh graduates are preferred. QUALIFICATION Graduate of any IT related course. Able to communicate in the English language both written and oral. ABOUT US IGT Solutions (IGT) is committed to simplifying complex customer interactions while delivering a seamless experience. It provides integrated BPM, Technology and Digital Services & Solutions for clients across industries. IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing (end-to-end) CX journeys across Travel and Hi-tech industries. Established in 1998, with 100% focus on customer experience, IGT employs more than 20,000+ customer experience and technology specialists providing services to 75+ marquee customers globally. IGT’s global footprint consists of 23 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Indonesia, Spain, Colombia and the USA. EQUAL OPPORTUNITY DISCLAIMER It is our policy to provide equal employment opportunities to all individuals based on job‑related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non‑discriminatory environment free from intimidation, harassment or bias based upon these grounds. #J-18808-Ljbffr

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