Service Desk Analyst

Taguig City, Metro Manila
Permanent
Full-time

15 days ago

The primary purpose of this role is to provide exceptional technical support to end users, ensuring the smooth operation of technology systems and applications. You will play a crucial role in resolving technical issues, managing user inquiries, and maintaining high levels of customer satisfaction.Your efforts will contribute to a positive technology user experience and overall operational efficiency of the company's Technology workplace Services function.Required Skills and Qualifications:

Customer Obsessed & Delivering Service Like No Other
Respond to incoming user inquiries, incidents, and service requests via various communication channels
Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity
Provide timely and effective solutions or escalate complex problems to appropriate teams
Document and track all interactions and resolutions in the incident management system
Collaborate with other teams to resolve incidents and fulfil service requests
Monitor and manage ticket queues, ensuring timely response and resolution.

Driving Commercial & Operational Achievement

Collaborate with colleagues to ensure continuous coverage of SERVICE DESK operations
Proactively identify and address recurring technical problems to prevent future incidents
Contribute to process improvement initiatives to enhance the SERVICE DESK processes
Maintain knowledge base articles and user guides for common issues and resolutions.

Experiences

IT Graduate, or someone with a keen interest in kick-starting their technology career
A proven track record of achievement and quality customer service in your current role.

Technical Skills

Degree in Computer Science, Engineering, or a related field is beneficial
Understanding of service management tools and systems, and a knowledge of technology infrastructure,

networks, applications, and their inter-dependencies.

Knowledge and experience working across a variety of technology platforms and applications, an

understanding of relevant programming languages is a plus.

Satellite Office

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