Service Desk Support Specialist

2 months ago


Quezon City, National Capital Region, Philippines BEST CAREERS AND OPPORTUNITIES Full time

Service Desk Analyst Role



The 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 clients
  • Become familiar with each client and their respective applications/processes
  • Learn fundamental operations of commonly-used software, hardware, and other equipment
  • Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
  • Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA, and hits
  • Manage all queries or escalate if not resolved as per the defined helpdesk policies and framework
  • Regular MIS and resolution log management on queries raised


Stakeholder Interaction:



The Service Desk Analyst will interact with external clients to handle issues/queries.



Competencies:



The ideal candidate will have:




  • 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
  • Domain Knowledge - Knowledge of process/domain managed
  • Behavioral Competencies: Effective Communication, Detail Oriented, Change Agility, Client centricity, Execution Excellence, Passion for Results


Performance Parameters:



The Service Desk Analyst will be measured on:




  • Service Desk Delivery - Adherence to TAT, SLA as per SoW, Minimal Escalation, Customer Experience
  • Personal - Attendance, Documentation


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