IT Service Desk Analyst

2 days ago

Taguig, National Capital Region, Philippines HCLTech Full time ₱250,000 - ₱500,000 per year

Role: Service Desk Analyst – L1 Voice Support

Work Location: Science Hub Tower or One World Tower, McKinley Hill, Taguig City (We are few blocks away from Venice Grand Canal Mall)

Work Schedule: Candidate must be amenable to work in graveyard shift or shifting schedule.

Work Set Up: This 100% onsite/office reporting.

Qualifications:

  • Candidate must possess at least a Vocational Diploma / Short Course Certificate, Computer Science/Information Technology or equivalent.
  • Good communication skills.
  • Must be amenable to work in shifting schedules.
  • Must be okay to work 100% on site.
  • Immediate Joiners are preferred.
  • With relevant experience for IT-Related Job, Service Desk, and CSR position.

Responsibilities include:

  • 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.
  • Re-open 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.

Job Type: Full-time

Benefits:

  • Health insurance

Work Location: In person

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