IT Service Desk Analyst - Fast First-Call Resolution

HCLTech; Philippines; On-site; PHP 240,000 - 420,000; Full time

Job summary

HCLTech in Philippines is seeking an IT Service Desk professional to log, prioritize, and close tickets, and to query users for necessary information. You will resolve inquiries on first contact where possible and escalate unresolved issues as per client procedures.

The role requires strong communication, willingness to be trained, and the ability to handle voice, chat, and email channels using tools like ServiceNow, AD, Five9, Avaya, and MS Office/O365.

Qualifications

• Open, log, prioritize, assign, and close tickets logged in the IT Service Desk.
• Query the User for all relevant information concerning the call or issue.
• Attempt to resolve inquiries on first contact to meet the agreed Service Level for First Call Resolution.
• Escalate tickets not resolvable by SD per client escalation procedures.
• Provide status updates on tickets to users.
• Reopen ticket or create a new ticket for follow-up if not resolved to user satisfaction.
• Able to make sound decisions and work with minimal supervision.
• Excellent interpersonal skills to foster cooperation among users and teams.
• Will handle a voice account and may use chat, email, or self-service channels.

Responsibilities

• Open, log, prioritize, assign, close tickets logged in the IT Service Desk.
• Query the User for all relevant information concerning the call or issue.
• Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution.
• Escalate tickets not resolvable by SD, in accordance with client’s escalation procedures.
• Provide status updates on Tickets to users.
• Reopen 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.
• Will be handling a voice account, and if required, additional contact channels as well such as Chat, Email, Self Service Tickets; Tools - Service Now, AD, RAVPN, Five9, Avaya, Ms Office, O365 environment, Cerner, Krono.

Skills

BPO experience

Service Desk

Communication skills

Troubleshooting

Willingness to train

Tools

ServiceNow

AD

Five9

Avaya

MS Office

O365

Cerner

Krono

Job description

HCLTech in Philippines is seeking an IT Service Desk professional to log, prioritize, and close tickets, and to query users for necessary information. You will resolve inquiries on first contact where possible and escalate unresolved issues as per client procedures.

The role requires strong communication, willingness to be trained, and the ability to handle voice, chat, and email channels using tools like ServiceNow, AD, Five9, Avaya, and MS Office/O365.