Service Desk Analyst | 100 Onsite in McKinley Hill, Taguig

12 hours ago

Taguig, National Capital Region, Philippines HCL Technologies Philippines Inc Full time ₱150,000 - ₱250,000 per year

L1 SERVICE DESK ANALYST

WORK SET-UP:

100% Onsite in McKinley Hill, Taguig | Graveyard or shifting Schedule

QUALIFICATIONS:

  • Must possess at least a Vocational Diploma/Short Course Certificate in Computer Science/Information Technology or equivalent

  • With TSR/SDA experience (at least 1 year)

  • Must have technical skills (e.g. troubleshooting)
  • Must be amenable to work in graveyard shift and shifting schedules
  • Must be amenable to work 100% onsite
  • Must willing to be trained

JOB DESCRIPTIONS:

  • 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.

WHAT WE OFFER:


• Highly competitive and flexible package salary


• Laptop will be provided


• HMO Benefits since Day 1 (including up to 3 dependents)

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