Service Desk Analyst

Manila City, Metro Manila
Permanent
Full-time

17 days ago
Apply easily

Our PurposeHere at Datacom, we connect people and technology to solve challenges, create opportunities and discover new possibilities for our communities.The Nitty GrittyWe have over 6,200 people across our global offices and generate annual revenue of over $1.2 billion, this makes us one of Australasia’s largest professional IT services companies. We have extensive expertise in operating data centers, providing IT services, software engineering, and application management, as well as payroll and customer service design and operations. With this comes a long list of significant clients Datacom is committed to hiring, developing, and promoting the best talent from a diverse range of backgrounds. We are local at heart, yet world-class in capability.Role Overview and ObjectivesThe Service Desk Analyst is responsible for ensuring all Incidents or Request are updated in a timely mannerThe core objectives and responsibilities of the Service Desk Analyst include:1. Ensure the best service for every request2. Adhere to the prescribed process and procedures3. Manage self-performance and support the teamResponsibilityThe Service Desk Analyst is responsible for: 1. End User Satisfaction· Maintain professionalism in all customer interactions, including escalations· Address every request with an appropriate response (resolve or re-assign)· To manage customer-related incidents ensuring a speedy resolution within the SLAs· To assist the Field Technicians and NT Engineers in troubleshooting and resolution of problems· To Assist in the Administration of Network Infrastructure 2. Process Compliance· Follow guidelines/script and ensure every customer interaction is quality compliant· Log all requests and update the database as per the guidelines· Maintain security of the network 3. Self-development & leadership· Keep manager updated on potential risks and performance deficiencies proactively· Regularly updates product knowledge and technical skills using available resources· Incorporate Datacom values into team interactionsRequirementsRequirements

Knowledge of Network Hardware including Routers, Hubs, and Switches
Able to recreate and administer network infrastructure
Proactive in ticket management
Conflict resolution
Results-oriented
Prior experience in customer telephone support or service desk
Experience in LAN topology and infrastructure
Working in a constantly changing environment

Skills

Tools usage
Knowledge management center
Work instruction document (SOP)
Soft skills
TS and problem resolution
Written and spoken English
35 WPM
Customer Service
Empathy
TS and problem resolution over the phone

BenefitsOur office is at BGC Taguig and we have hybrid work setup (Twice a week) and a flexible work schedule and we promote Work-Life balance, and an APAC focus means no graveyard shifts!We also provide exciting perks such as spotter fees, HMO with Free 4 Dependents, Leave credits, Performance bonuses, and a work-life balance environmentWhy join us here at Datacom?Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.We care about our people and provide a range of perks such as social events, chill-out spaces, and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.

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