It Service Desk Analyst

Qualifications:
At least 1 year of working experience in the IT Service Desk/IT Helpdesk or related field is required for this position

Preferably 1-4 Yrs Experienced Employees specializing in IT/Computer - Hardware or equivalent.
Must be amenable to work in shifting schedules

Immediate Joiners are preferred

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 the their satisfaction

Make recommendations for updates to the KB database

Installs, configures, and troubleshoots personal computer

Coordinates with Service desk staff in support of the end user hardware and software issues.
Installs and configures software components

Troubleshoots network printers

Coordinates with L2/L3 teams for resolution

PC troubleshooting - Remote support

Ticket translation for offshore escalation

L1 SD agent support in case of urgency

Able to interact and communicate with diverse groups with varying levels of technical knowledge

Able to make sound decisions and work with mínimal supervision

Excellent interpersonal skills to foster cooperation among users, support teams and peers

Must be okay going on site

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

**Salary**: Php22,000.00 - Php30,000.00 per month

**Benefits**:

- Health insurance
- Life insurance
- Paid training

Schedule:

- Shift system

Supplemental Pay:

- 13th month salary

Ability to commute/relocate:

- Taguig City: Reliably commute or planning to relocate before starting work (required)