Service Desk Analyst

3 weeks ago

Manila, National Capital Region, Philippines Capgemini Full time

Join to apply for the Service Desk Analyst (Pasay) role at Capgemini.

Responsibilities
  • Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution.
  • Applies understanding and knowledge of information systems products and services to assist users.
  • Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems.
  • Coordinates referrals to appropriate technical, professional, or service personnel.
  • Receives and prioritizes issues and forwards using appropriate escalation procedures.
  • All other duties as assigned.
Qualifications
  • 1 – 2 years working experience in a Technical Help Desk Environment providing 1st level phone support to a large customer base.
  • 1 - 2 years' work experience in customer services support or having equivalent kind of skills experience, soft skills a must.
  • 1 - 2 years' experience supporting the following hardware and software: PC, Macintosh, iPhone, Printers. MS-Outlook, Windows 7, 10 OS, MS-Office 2013 and 2016 (Office 365).
  • Must be able to work independently.
  • Strong interpersonal , analytical and customer service skills.
  • Ability to understand and follow oral and written instructions.
  • Strong English (verbal and written) skills.
  • Must be amenable to work onsite in Mall of Asia Business Complex, Pasay City.
  • Open to working graveyard shifts and rotating schedules.
Role Description

Service Desk / Technical Helpdesk Analyst may perform one or more of the following:

  • Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution.
  • Applies understanding and knowledge of information systems products and services to assist users.
  • Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems.
  • Coordinates referrals to appropriate technical, professional, or service personnel.
  • Receives and prioritizes issues and forwards using appropriate escalation procedures.
  • All other duties as assigned.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • IT Services and IT Consulting
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