Service Desk Analyst, II - Metro Manila

Para lamang sa mga rehistradong miyembro Metro Manila, Pilipinas

1 buwan ang nakalipas

+ Provide timely and accurate tier one / tier two technical support through timely response to incoming calls, chats, assignment groups,
and email queues.
+ Research resolve and respond to complex incidents requests received via phone email in
a timely manner in accordance with current standards.
+ Collaborate with internal teams ensure timely resolution of customer issues maintain high levels of client satisfaction.+ Document incidents requests reported from the client troubleshooting steps performed their corresponding results accurately simultaneously into ticketing system. + Monitor tickets generated by Network Management Systems for critical network problems perform troubleshooting diagnose issues escalate appropriate provider.+ Monitor enforce system security guidelines all clients Create user accounts access rights clients internal Netrix employees. + Monitor all Service Desk UAA ticket queues. + Provide exceptional customer service all clients Proactively support maintain effective user relationships educating clients on system operations applications Utilize Knowledge Base research resolve respond incidents requests received via phone e mail timely manner according incident management standards Acquire current knowledge relevant software hardware systems support policies provide technically accurate solutions customers assist training new Tier 1 Analysts Provide accurate creative solutions user problems moderate nature ensure customers quickly restored productivity Manage incident process open incidents following assigned personnel affected user ensure timely incident resolution customer satisfaction+ Acquire ITIL best practices for incident management Participate proper onboarding training new employees Write technical documentation published knowledge base support procedures Service Desk customers Participate team projects enhance quality efficiency Service Desk Absorb feedback management Quality Assurance Program monthly KPI metrics Assist management onboarding new customers .Job summary

About The Opportunity At Netrix Global , will provide timely accurate tier one / tier two technical support all generated calls chats assignment queues emails well as ticket escalations assignments Tier 1 Service Desk Analysts management This require aptitude working applications/systems undertake analysis diagnosis solution problems range straightforward complicated technical issues position require clearly record information accurately assign priorities resolve dispatch tickets resolver team There also range administrative duties within this role will perform account administration administration tasks requested clients internal Netrix employees analysts responsible managing time appropriately monitoring multiple assignment queues personal queue open tickets continually follow up ensure timely incident resolution customer satisfaction.

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