Service Desk Analyst (1st Line Agents)

Role Description

• Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
• Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
• Improves client references by writing and maintaining documentation.
• Participates in development of client training programs by identifying learning issues and recommending instructional language.

Role Requirements

• Willing to work onsite at the Mall of Asia Business Complex
• Amenable to graveyard shifts and rotating schedules
• Bachelor’s degree in Computer Science, Information Technology, or a related field
• Excellent verbal and written communication skills
• Minimum of 1 year of relevant professional experience:
  • Provide technical support to corporate users, including C-Suite and VIP executives
  • Liaise with Level 2 and Level 3 support teams as needed
  • Hands-on experience with ServiceNow
  • Ability to understand client issues, and forward to other teams as required, with the proper information required
  • Experience with using knowledge base articles to troubleshoot and resolve client issues