It Service Desk Analyst

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