Service Desk Analyst

7 hours ago

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

The primary purpose of this role is to provide exceptional technical support to end users, ensuring the smooth operation of technology systems and applications. You will play a crucial role in resolving technical issues, managing user inquiries, and maintaining high levels of customer satisfaction.

Your efforts will contribute to a positive technology user experience and overall operational efficiency of the company's Technology workplace Services function.

Required Skills and Qualifications:


• Customer Obsessed & Delivering Service Like No Other


• Respond to incoming user inquiries, incidents, and service requests via various communication channels


• Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity


• Provide timely and effective solutions or escalate complex problems to appropriate teams


• Document and track all interactions and resolutions in the incident management system


• Collaborate with other teams to resolve incidents and fulfil service requests


• Monitor and manage ticket queues, ensuring timely response and resolution.

Driving Commercial & Operational Achievement


• Collaborate with colleagues to ensure continuous coverage of SERVICE DESK operations


• Proactively identify and address recurring technical problems to prevent future incidents


• Contribute to process improvement initiatives to enhance the SERVICE DESK processes


• Maintain knowledge base articles and user guides for common issues and resolutions.Experiences


• IT Graduate, or someone with a keen interest in kick-starting their technology career


• A proven track record of achievement and quality customer service in your current role.

Technical Skills


• Degree in Computer Science, Engineering, or a related field is beneficial


• Understanding of service management tools and systems, and a knowledge of technology infrastructure,networks, applications, and their inter-dependencies


• Knowledge and experience working across a variety of technology platforms and applications, anunderstanding of relevant programming languages is a plus.

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