Analyst, Helpdesk
2 weeks ago
Athena, Quezon City, National Capital Region, Philippines Role Overview The Analyst, Helpdesk role is vital for addressing employee inquiries, issues, and requests efficiently. The position plays a key role in resolving problems promptly and continuously improving support processes, ensuring the organization operates smoothly. Duties & Responsibilities Inquiry Management: Handle employee inquiries via Zendesk, ensuring clear and efficient communication and problem resolution. Ticket Triage: Direct inquiries to the appropriate expert (POC) for a swift and accurate resolution. Communication Management: Keep ticket submitters updated on their ticket status, ensuring transparency and effective communication. SLA Compliance: Resolve all issues timely, adhering to our service level agreements (SLAs) for improved employee satisfaction. Knowledge Base Management: Update the knowledge base with troubleshooting steps and resolutions, enhancing our support resources. Process Improvement: Identify recurring issues and suggest system improvements through monthly reporting and interdepartmental collaboration. Skills Analytical Skills: Proficient in diagnosing and resolving complex issues efficiently, using logical steps and consulting relevant documentation. Customer Service Skills: Exceptional ability to provide outstanding assistance to employees, ensuring swift and courteous resolution of issues. Communication Skills: Strong verbal and written communication abilities, ensuring clear and effective information and solution delivery to ticket submitters. Resourcefulness: Ability to find creative and practical solutions to issues, effectively utilizing available resources to resolve queries or problems. Technical Skills: Proficient in using relevant tools and technologies (like Zendesk) to ensure effective ticket management and issue resolution. Time Management Skills: Excellent in prioritizing tasks and managing time effectively, ensuring timely responses to employee inquiries and efficient issue resolution. Competencies Attention to Detail: Exhibits thoroughness and accuracy in addressing all aspects of an employee's query or concern, ensuring comprehensive and precise responses and solutions. Initiative: Demonstrates readiness and willingness to proactively assist employees and solve problems without always needing explicit guidance or instruction. Assertiveness: Shows confidence in handling employee inquiries and reaching out to other departments/SMEs/POCs, ensuring that issues are addressed promptly and effectively. Team Collaboration: Works effectively in a team, sharing knowledge and resources, fostering a collaborative environment, and providing comprehensive support and solutions to employees. Adaptability: Displays flexibility and resilience in adjusting to changing priorities and evolving helpdesk trends. Customer Focus: Committed to delivering high-quality service and support, enhancing employee satisfaction and engagement. Relevant Experience Required At least 1 year experience in customer service/experience. Direct Reports and Span of Control Preferably with experience on Helpdesk ticketing tools (such as Zendesk). Educational and Certification Requirements. Graduate of any 4-year bachelor’s degree. This is an Individual Contributor role. #J-18808-Ljbffr
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Analyst, Helpdesk
2 days ago
Quezon City, National Capital Region, Philippines Athena Full time ₱300,000 - ₱600,000 per yearWe at Athena empower exceptional talent with boundless opportunities to achieve more. We achieve this by pairing exceptional Executive Partners (XPs) from the Philippines and Kenya with our driven clients and ensuring both receive ongoing support throughout the journey. The result is 10x more leverage, more time, and a greater impact on our clients' work and...
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Quezon City, Philippines Cognizant Full timeCompensation Helpdesk/Accounting Analyst | Search Engine Account Cognizant Quezon City, National Capital Region, Philippines Join to apply for the Compensation Helpdesk/Accounting Analyst | Search Engine Account role at Cognizant Get AI-powered advice on this job and more exclusive features. Direct message the job poster from Cognizant Cognizant is a global...
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Associate Helpdesk Analyst
9 hours ago
Mandaluyong City, National Capital Region, Philippines Q2 HR Solutions Inc. Full time ₱200,000 - ₱250,000 per yearThe Associate Helpdesk Analyst serves as a central point of contact for IT support, ensuring business continuity by resolving incidents and service requests in a timely manner. The role involves safeguarding IT security, maintaining SLA compliance, and delivering excellent customer service to users globally.Key Responsibilities:Respond to calls, emails, and...
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Premier Helpdesk Analyst
1 week ago
Quezon City, National Capital Region, Philippines Travelport Full timeJob DescriptionTravel obsessed? Big tech fan? Hey, you're in good company. If you want to be part of the industry that makes the world go round, then look no further.Travelport is the brains behind lots of your travel bookings- plane, car or hotel. Our technology is used to book that magical holiday, infamous bachelorette party or long overdue school...
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IT Helpdesk/Service Desk Analyst
7 hours ago
Makati City, National Capital Region, Philippines H2 Software Consulting Services Inc. Full time ₱300,000 - ₱450,000 per yearWe are seeking a motivated and customer-focused IT Helpdesk / Service Desk Analyst to provide first-line technical support and assistance across the organization. The ideal candidate will have a foundational understanding of IT systems, excellent communication skills, and a strong desire to resolve technical issues efficiently and professionally.Key...
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Quezon City, Philippines Cognizant Full timeCompensation Helpdesk/Accounting Analyst | Search Engine Account Cognizant Quezon City, National Capital Region, Philippines Cognizant is a global organization serving clients across multiple industries with a deep set of offerings provided by our practice areas and supported by corporate and enabling functions. Employing roughly 270,000 talented associates...
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Premier Helpdesk API Analyst
2 weeks ago
Makati City, National Capital Region, Philippines Travelport Full time ₱450,000 - ₱900,000 per yearJob DescriptionTravel obsessed? Big tech fan? Hey, you're in good company. If you want to be part of the industry that makes the world go round, then look no further.Travelport is the brains behind lots of your travel bookings- plane, car or hotel. Our technology is used to book that magical holiday, infamous bachelorette party or long overdue school...
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Premier Helpdesk Analyst
2 weeks ago
Makati City, National Capital Region, Philippines Travelport Full time ₱1,200,000 - ₱2,400,000 per yearJob DescriptionTravel obsessed? Big tech fan? Hey, you're in good company. If you want to be part of the industry that makes the world go round, then look no further.Travelport is the brains behind lots of your travel bookings- plane, car or hotel. Our technology is used to book that magical holiday, infamous bachelorette party or long overdue school...
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Premier Helpdesk Analyst
5 days ago
Quezon City, Philippines Travelport Full timePremier Helpdesk Analyst - Galileo English (NORAM) Travelport Quezon City, National Capital Region, Philippines Overview Travelport is behind many travel bookings—plane, car or hotel. Our technology helps book holidays, events, and trips. We’re travel obsessed and big tech fans who want to be part of the industry that makes the world go round. Travelport...
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Compensation Helpdesk/Accounting Analyst
1 week ago
Quezon City, National Capital Region, Philippines Cognizant Full timeCognizant is a global organization serving clients across multiple industries with a deep set of offerings provided by our practice areas and supported by corporate and enabling functions. Employing roughly 270,000 talented associates worldwide, Cognizant is dedicated to anticipating and solving clients' toughest problems and enabling them to thrive in the...
