Service Desk Analyst
Temporary
Dynamic Talent Solutions
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.
- Relevant Service 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.
Vacancy posted 14 hours ago
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