IT Service Desk Analyst
4 days ago
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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