Onsite Service Desk Analyst L1 Support

Dynamic Talent Solutions; Taguig; On-site; PHP 240,000 - 360,000; Full time

Job summary

Dynamic Talent Solutions is seeking an L1 Service Desk Analyst for 100% onsite work in Taguig City. The role requires handling phone, chat, and email inquiries with a focus on First Call Resolution using tools like ServiceNow and AD.

You will log, prioritize, and escalate tickets while maintaining customer-friendly communication and working with support teams to resolve issues efficiently.

Qualifications

• Basic knowledge of software and hardware applications.
• Familiarity with computer configuration and troubleshooting.
• Strong problem-solving and interpersonal communication skills.
• Willingness to be trained and adapt to shifting schedules.

Responsibilities

• Open, log, prioritize, assign, and close IT Service Desk tickets.
• Query users for information about calls or issues.
• Aim to resolve inquiries on first contact to meet First Call Resolution targets.
• Re-route misdirected calls and escalate unresolved tickets per procedures.
• Provide status updates on tickets and reopen/create tickets for follow-ups.
• Communicate effectively with users and support teams; work with minimal supervision.

Skills

Service Desk

Customer service

Problem solving

Communication

Time management

Teamwork

Tools

ServiceNow

Active Directory

Five9

Avaya

MS Office/Office 365

Cerner

Krono

Job description

Dynamic Talent Solutions is seeking an L1 Service Desk Analyst for 100% onsite work in Taguig City. The role requires handling phone, chat, and email inquiries with a focus on First Call Resolution using tools like ServiceNow and AD.

You will log, prioritize, and escalate tickets while maintaining customer-friendly communication and working with support teams to resolve issues efficiently.