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Service Desk Analyst

Salary undisclosed

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work setup: full onsite

work location: McKinley Hill, Taguig

work sched: shifting sched

qualifications:

at least 1 year work experience as Service Desk / CSR / TSR

good comms

salary range:

up to 32k package

JOB DESCRIPTIONS:

  • 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.

work setup: full onsite

work location: McKinley Hill, Taguig

work sched: shifting sched

qualifications:

at least 1 year work experience as Service Desk / CSR / TSR

good comms

salary range:

up to 32k package

JOB DESCRIPTIONS:

  • 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.