Service Desk Analyst

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

Role: L1 Service Desk Analyst

Work Location: Science Hub Tower or One World Tower, McKinley Hill, Taguig City (Few blocks away from Venice Grand Canal Mall)

Work Schedule: Candidate must be amenable to work in a shifting schedule.

Work Set Up:This 100% onsite/office reporting.

• 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. 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.

• RelevantService Desk Experience is an advantage.
• Basic knowledge about software and hardware applications.
• Basic knowledge or familiarity with computer configuration and troubleshooting.
• Problem solving skills.
• Communication Skills: be able to communicate periodically and proficiently using all types of communication tools available such as phone, email, messaging, etc. with all types of users and colleagues in the organization.
• Must be willing to be trained.