- Work Location: San Juan, Greenhills
- Work Schedule: graveyard shift or shifting schedule.
- Work Set Up: This 100% onsite
- Relevant Service Desk Experience is an advantage.
- Basic knowledge about software and hardware applications.
- Basic knowledge or familiarity with computer configuration and troubleshooting.
- Problem solving skills.
- Communication Skills: be able to communicate periodically and proficiently using all types of communication tools available such as phone, email, messaging, etc. with all types of users and colleagues in the organization.
- Must be willing to be trained.
- 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.
- Healthcare account will be handled.
- Will be handling a voice account, and if required, additional contact channels as well such as Chat, Email, Self Service Tickets; Tools - Service Now, AD, RAVPN, Five9, Avaya, Ms Office, O365 environment, Cerner, Krono.
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Service Desk Analyst - Taguig - hcl-technologies
14 oras ang nakalipas
Paglalarawan
Job Summary
Job Qualifications:
Job Description:
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Service Desk Analyst
Para lamang sa mga rehistradong miyembro Taguig, Metro Manila
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IT Service Desk Analyst
Para lamang sa mga rehistradong miyembro Taguig, Metro Manila, Philippines
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