Service Desk Analyst

Dynamic Talent Solutions; Taguig; On-site; PHP 279,000 - 390,600; Full time

Job summary

An IT service provider in Taguig is seeking an L1 Service Desk Analyst to handle user queries and manage service desk tickets. The ideal candidate should have strong problem-solving and communication skills. This position requires working onsite and managing a voice account along with other support channels. Relevant service desk experience is an advantage.

Qualifications

• Relevant Service Desk Experience is an advantage.
• Basic knowledge about software and hardware applications.
• Basic knowledge of computer configuration and troubleshooting.
• Must be willing to be trained.

Responsibilities

• Open, log, prioritize, assign, close tickets.
• Query the User for relevant information concerning calls or issues.
• Attempt to resolve inquiries to meet Service Level for First Call Resolution.
• Escalate tickets not resolvable by SD.

Skills

Open, log, prioritize, assign, close tickets

Excellent interpersonal skills

Problem solving skills

Communication Skills

Tools

Service Now

Microsoft Office

Avaya

O365 environment

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.