It Service Desk Analyst

PRINCIPAL RESPONSIBILITIES:

- To maintain a high degree of customer service for all support queries and adhere to all service management principles.
- To take ownership of user problems and be proactive when dealing with user issues.
- Identifying the issue and categorizing / prioritizing the incident
- Referring KB for workaround / resolution and attempting resolution
- Strong interpersonal skills are a prerequisite.
- Ability to work effectively in a dispersed team and individually.
- Routing / Chasing of tickets with other resolver groups
- Recording trend of calls and identifying outages proactively
- Callbacks for customer not reachable cases & customer request
- Identifying the trend of calls / tickets and highlighting it to SDM as applicable for outage confirmation
- Creating child tickets and tagging them with problem ticket
- Callback the user and confirm resolution (where ever applicable)
- Conduct Audits and Mentor L1 Team Members
- Recording/Updating the outage / bulletin message in Remedy / ACD based on the status update received by the resolver groups
- Being compliant to all process and procedures

**Job Types**: Full-time, Permanent

**Salary**: Php20,000.00 - Php30,000.00 per month

**Benefits**:

- Health insurance
- Paid training

Schedule:

- 8 hour shift
- Rotational shift

Supplemental pay types:

- 13th month salary
- Overtime pay

COVID-19 considerations:
Yes