Service Desk Analyst
2 months ago
LOCATION: QUEZON CITY AND CEBU, PHILIPPINES
JOB TITLE: SERVICE DESK ANALYST
The purpose of this role is to the first point of contact for the B2B users who call Service Desks to troubleshoot appropriate end user issues in line with the Company's Service Desk objectives.
Be responsible for primary user support and customer service:
1. Respond to queries from all calls, portal, emails, chats from the client
2. Become familiar with each client and their respective applications/ processes
3. Learn fundamental operations of commonly-used software, hardware and other equipment
4. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
5. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
6. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
Regular MIS & resolution log management on queries raised:
1. Record events and problems and their resolution in logs
2. Follow-up and update customer status and information
3. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
4. Identify and suggest improvements on processes, procedures etc.
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
External Clients: Handle issues/ queries
Lists the competencies required to perform this role effectively:
*Functional Competencies/ Skill: Process Excellence - Ability to follow the Service Desk standards and norms to produce consistent results, provide effective control and reduction of risk ? Competent to Expert
Domain Knowledge ? Knowledge of process/ domain managed ? Competent to Expert
Competency Levels:
1. Foundation - Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
2. Competent - Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
3. Expert - Applies the competency in all situations and is serves as a guide to others as well.
4. Master - Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
Behavioral Competencies:
-Effective Communication
-Detail Oriented
-Change Agility
-Client centricity
-Execution Excellence
-Passion for Results
Deliver: Performance Parameter Measure
1. Service Desk Delivery
-Adherence to TAT, SLA as per SoW
-Minimal Escalation
-Customer Experience
2. Personal
-Attendance
-Documentation etc.
KINDLY SEND YOUR FULL NAME, NAME OF THE JOB YOU ARE APPLYING FOR AND YOUR ACTIVE EMAIL ADDRESS UNTO US. You can also send a message to our
Facebook Page: facebookcom/bestcareersandopportunities/ or facebookcom/bcaomm/
and Google Mail: bcaointernational@gmail.com
-
Service Desk Analyst
2 months ago
Quezon City, Philippines BEST CAREERS AND OPPORTUNITIES Full timeLOCATION: QUEZON CITY AND CEBU, PHILIPPINES JOB TITLE: SERVICE DESK ANALYST The purpose of this role is to the first point of contact for the B2B users who call Service Desks to troubleshoot appropriate end user issues in line with the Company's Service Desk objectives. Be responsible for primary user support and customer service: 1. Respond to queries from...
-
Service Desk Support Specialist
2 months ago
Quezon City, National Capital Region, Philippines BEST CAREERS AND OPPORTUNITIES Full timeService Desk Analyst RoleThe Service Desk Analyst will serve as the primary point of contact for B2B users who call Service Desks to troubleshoot end-user issues in line with the Company's Service Desk objectives.Responsibilities include:Respond to queries from calls, portal, emails, and chats from clientsBecome familiar with each client and their respective...
-
Thai Bilingual IT
4 weeks ago
Taguig City, Philippines Tasq Staffing Solutions Full timeJob opportunity for Thai Bilingual IT Service Desk Analyst | Taguig, Onsite Start date: January 6, 2025 Basic Qualifications: - Can speak in Thai English language - 1-year technical support experience (can be TSR experience)
-
Thai Bilingual IT
4 weeks ago
Taguig City, Philippines Tasq Staffing Solutions Full timeJob opportunity for Thai Bilingual IT Service Desk Analyst | Taguig, Onsite Start date: January 6, 2025 Basic Qualifications: - Can speak in Thai English language - 1-year technical support experience (can be TSR experience)
-
Customer Support Specialist
3 weeks ago
Quezon City, National Capital Region, Philippines BEST CAREERS AND OPPORTUNITIES Full timeJob Description:We are seeking a highly skilled Customer Support Specialist to join our team as a Service Desk Analyst. This role is based in Quezon City and Cebu, Philippines.About the Role:This position will serve as the first point of contact for B2B users who call our service desks to troubleshoot end-user issues. The successful candidate will be...
-
IT Service Desk Analyst Level 1
4 months ago
Cebu City, Philippines Eteam Workforce Private Corporation Full timeJob Title: Service Desk Analyst Level 1Contract Duration: 12 monthsWork Arrangement: OnsiteLocation: CebuSchedule: Rotating shiftSalary Offer: Php33,000 basic pay + Php2,000 non taxable allowance Job Description:Service Desk Analyst may perform one or more of the following:· Troubleshoots via the phone hardware, software, and network operating problems and...
-
Compliance Analyst for Staff Mobilisation
1 week ago
Angeles City, Central Luzon, Philippines Australian Outsource Desk Inc. Full timeAbout the RoleWe are seeking a Compliance Analyst to join our team at Australian Outsource Desk Inc. in this exciting opportunity.As a Compliance Analyst, you will play a crucial role in ensuring that all employees meet compliance requirements and are fully prepared for mobilisation to work sites.
-
IT Service Desk Associate
2 weeks ago
Quezon City, Philippines Blaseek Full timeJob Summary:The Service Desk Associate serves as the first point of contact for IT support, managing the IT support system and addressing initial troubleshooting for concerns raised by various business units. This role supports both the Business Systems and Technical Services teams, reporting directly to both team managers.Essential Duties and...
-
IT Service Desk Associate
2 weeks ago
Quezon City, Philippines Blaseek Full timeJob Summary: The Service Desk Associate serves as the first point of contact for IT support, managing the IT support system and addressing initial troubleshooting for concerns raised by various business units. This role supports both the Business Systems and Technical Services teams, reporting directly to both team managers. Essential Duties and...
-
Service Desk Analyst Level 1
2 months ago
Cebu City, Philippines QUESS PHILIPPINES CORPORATION Full timeTechnical Helpdesk Analyst may perform one or more of the following:• Troubleshoots via the phone hardware, software, and network operating problems and involvestechnical resources to ensure resolution.• Applies understanding and knowledge of information systems products and services to assistusers.• Identifies, investigates and researches user...
-
Service Desk Analyst Level 1
2 months ago
Cebu City, Philippines QUESS PHILIPPINES CORPORATION Full timeTechnical 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...
-
BPO Service Desk Quality Assurance Professional
1 month ago
Quezon City, National Capital Region, Philippines Tasq Staffing Solutions Full timeAbout the RoleTasq Staffing Solutions is seeking an experienced BPO Service Desk Quality Analyst to join our team. This is a unique opportunity for a skilled professional to contribute to the delivery of high-quality customer service operations.Key ResponsibilitiesThe successful candidate will be responsible for providing detailed feedback to Service Desk...
-
IT Service Desk Associate
2 weeks ago
Quezon City, Philippines Blaseek Full timeJob Summary: The Service Desk Associate serves as the first point of contact for IT support, managing the IT support system and addressing initial troubleshooting for concerns raised by various business units. This role supports both the Business Systems and Technical Services teams, reporting directly to both team managers. Essential Duties and...
-
Service Desk Analyst Level 1
2 months ago
Cebu City, Philippines QUESS PHILIPPINES CORPORATION Full timeTechnical 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...
-
IT Service Desk
4 months ago
Makati City, Philippines Nityo Infotech Services Philippines Full timeNityo Infotech Services Philippines is Hiring Service Desk Location: Gil Puyat Ave. Makati City Set up: Hybrid Salary: 30,000 See complete details below: Service Desk - 30,000 24x7 Shifting, onsite 3x or 4x a week, can be assigned wfh during Saturdays and Sundays — At least 1 to 2 years experience in Technical Support. — Experience in any ticketing...
-
BPO Service Desk Quality Analyst
2 months ago
Quezon City, Philippines Tasq Staffing Solutions Full timeKey Skills: Provide detailed feedback to Service Desk representatives based on monitored interactions. Coach representatives on areas for improvement and best practices to enhance customer satisfaction.Analyze data and metrics to identify trends, patterns and opportunities for improvement in customer service delivery. Generate reports and insights to support...
-
IT Service Desk
4 months ago
Makati City, Philippines Nityo Infotech Services Philippines Full timeNityo Infotech Services Philippines is Hiring Service Desk Location: Gil Puyat Ave. Makati City Set up: Hybrid Salary: 30,000 See complete details below: Service Desk - 30,000 24x7 Shifting, onsite 3x or 4x a week, can be assigned wfh during Saturdays and Sundays — At least 1 to 2 years experience in Technical Support. — Experience in any ticketing...
-
IT Service Desk Analyst L1
3 months ago
Cebu City, Philippines ETeam PH Full timeHelpdesk 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...
-
BPO Service Desk Quality Analyst
2 months ago
Quezon City, Philippines Tasq Staffing Solutions Full timeKey Skills: Provide detailed feedback to Service Desk representatives based on monitored interactions. Coach representatives on areas for improvement and best practices to enhance customer satisfaction. Analyze data and metrics to identify trends, patterns and opportunities for improvement in customer service delivery. Generate reports and insights to...
-
IT Service Desk
6 months ago
ortigas city, Philippines Nityo Infotech Services Philippines Full time❗❗❗HIRING❗❗❗ Service Desk Engineer - 2 HC Available MUST BE ABLE TO START ASAP Salary: Up to 25,000php basic + 1,500php subsidy + Night Diff and Complete Benefits Set up: Onsite reporting Location: Rockwell Business Center Ortigas Schedule: 4 days compressed schedule, 3 days off per week (7am - 7pm or 7pm - 7am shifting...