- Respond to queries from all calls, portal, emails, chats from the client
- Become familiar with each client and their respective applications/ processes
- Learn fundamental operations of commonly-used software, hardware and other equipment
- Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
- Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
- Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
- Identify and suggest improvements on processes, procedures etc.
- Functional Competencies/ Skill: Process Excellence - Ability to follow the Service Desk standards and norms to produce consistent results, provide effective control and reduction of risk Competent to Expert
- Foundation - Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
- Competent - Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
- Expert - Applies the competency in all situations and is serves as a guide to others as well.
- Master - Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
- Effective Communication
- Detail Oriented
- Change Agility
- Client centricity
- Execution Excellence
- Passion for Results
- Service Desk Delivery
- Adherence to TAT, SLA as per SoW
- Minimal Escalation
- Customer Experience
- Personal
- Attendance
- Documentation etc.
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Service Desk Analyst - Philippines, Quezon City, Pilipinas - BEST CAREERS AND OPPORTUNITIES
Paglalarawan
LOCATION: QUEZON CITY AND CEBU, PHILIPPINESJOB TITLE: SERVICE DESK ANALYST
The purpose of this role is to the first point of contact for the B2B users who call Service Desks to troubleshoot appropriate end user issues in line with the Company's Service Desk objectives.
Be Responsible For Primary User Support And Customer Service
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
External Clients: Handle issues/ queries
Lists The Competencies Required To Perform This Role Effectively
Competency Levels
Facebook Page: facebookcom/bestcareersandopportunities/
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