Bpo It Service Desk Analyst (Blended)

• Location: Eton Centris, Quezon City
• Work Setup: 24/7 Support | Shifting Schedule | Onsite

QUALIFICATIONS:

• At least Highschool graduate (Diploma is a must)
• Bachelor's degree in IT, Computer Science, or a related field (preferred).

EXPERIENCE:

• Minimum of 18 months technical support or service desk experience.

Role Purpose

• The purpose of the role is to resolve, maintain and manage client’s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA’s ensuring client satisfaction
• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

Why Join Us?

✔ Competitive Salary Package
✔ HMO from Day 1 (including dependents upon regularization)
✔ Performance Incentives & Bonuses
✔ Career Growth & Development Opportunities

Interested? Apply Now!

Send your details and CV via Viber at 0917 132 4260 with the following:

Subject: Service Desk Analyst - L1

• Full Name:
• Contact Number:
• Email Address:
• Educational Attainment & Course:
• Address/City Location:
• Currently Employed? (Y/N):
• Total Related Work Experience:
• Length of Most Recent Experience:
• Expected Salary:
• Willing to work onsite in Eton Centris, Quezon City? (Y/N):

Job Types: Full-time, Permanent

Pay: Php26,000.00 - Php30,000.00 per month

Benefits:

• Additional leave
• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Work from home

Schedule:

• Rotational shift

Supplemental Pay:

• 13th month salary
• Performance bonus

Experience:

• Service Desk: 2 years (Required)
• Technical Support: 2 years (Required)

Work Location: In person