HIRING: Service Desk Analyst

15 hours ago

Taguig, National Capital Region, Philippines HCL Technologies Philippines Inc Full time ₱300,000 - ₱450,000 per year

Job Qualifications:

  • Encouraging candidates with BPO experience at least 1 year.
  • Relevant Service Desk Experience is an advantage.
  • Basic knowledge about software and hardware applications.
  • Basic knowledge or familiarity with computer configuration and troubleshooting.
  • Problem solving skills.
  • Communication Skills: be able to communicate periodically and proficiently using all types of communication tools available such as phone, email, messaging, etc. with all types of users and colleagues in the organization.
  • Must be willing to be trained.

Job Description:

  • Open, log, prioritize, assign, close tickets logged in the IT Service Desk.
  • Query the User for all relevant information concerning the call made or issue reported by the user.
  • Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
  • Re-route misdirected Calls.
  • Escalate tickets not resolvable by SD, in accordance with client's escalation procedures.
  • Provide status updates on Tickets to users.
  • Reopen Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction.
  • Able to make sound decisions and work with minimal supervision.
  • Excellent interpersonal skills to foster cooperation among users, support teams and peers.
  • Will be handling a voice account, and if required, additional contact channels as well such as Chat, Email, Self Service Tickets; Tools - Service Now, AD, RAVPN, Five9, Avaya, Ms Office, O365 environment, Cerner, Krono.

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