Service Desk Analyst

4 days ago

San Juan, National Capital Region, Philippines Private Advertiser Full time ₱25,000 - ₱40,000 per year

Job Summary

The Service Desk Analyst is responsible for providing first-line technical support and customer service to end-users. This role ensures that incidents, service requests, and inquiries are handled efficiently, and accurately. Coordinating with different team (vendor and internal team) to ensure that service level agreement (SLA) is consistently met. The analyst serves as the primary point of contact between users and the IT department, ensuring timely communication, issue resolution, and a positive customer experience.

Key Responsibilities/Duties

  • Analyze and evaluate software and IT systems before creating a ticket.
  • Answer incoming IT questions from clients and staff in person, over the phone or remotely.
  • Create FAQ materials and training manuals for end users for easy access.
  • Keep service desk records up to date.
  • Coordinate with internal divisions to ensure that the company is meeting IT requirements.
  • Provide 1st level troubleshooting.

Requirements:

Qualifications:

  • Bachelor's degree in Computer Science, Information Systems or a related field.
  • Experience working in end-user support and IT performance analysis role is a plus.
  • BPO experience is a plus but not required.
  • Comprehensive and up-to-date understanding of computer hardware and software (Microsoft Office like Excel, PowerPoint and Word).
  • With experience using task management and customer relationship management software (FreshService, ServiceNow or Oracle Netsuite).
  • Flexible for dynamic work schedules.
  • Strong analytical skills to identify ticket priorities-based form the company ITSM guidelines.
  • Fresh graduates are welcome to apply.

Specific skills & abilities:

  • Maintain a proactive approach.
  • Build strong communication and well networked within the industry.
  • Can influence others.
  • Objective and goal focused.
  • Leadership attitude

Personal qualities:

  • Ability to work independently and collaboratively.
  • Good time management and organizational skills
  • Ability to provide excellent customer service.
  • Ability to manage work pressure and strict deadlines.
  • Self-motivated with high level ofintegrity

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