Manila Recruitment is hiring a
Service Desk Analyst (L1)

Summary

The job is for a Service Desk Analyst based in the Philippines. The role involves troubleshooting network issues, workload management, technical escalation, proactive maintenance, handling customer escalations, responding to customer needs, producing reports, and having excellent communication skills in English. The company offers a work-life balance lifestyle and is looking for someone with 2-3 years of experience as a Service Desk Analyst.

Requirements

• A minimum of 2-3 years’ experience being a Service Desk Analyst
• Bachelor’s Degree or relevant experience
• Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques
• Drive, self-motivation, and ability to work under own initiative
• Experience of working accurately and confidently with service desk tools
• Experience in delivering a high level of customer service
• Experience in handling customer escalation and high-priority support issues
• Proven ability to work efficiently in a high-pressure environment
• Excellent written and verbal communication skills in English to effectively collaborate with foreign counterparts

Responsibilities

• Customer Trouble management: – Accept customer phone calls/emails for circuit troubles, isolate fault location, and repair as required. Provide regular updates to the customer on circuit status
• Workload Management: – Ensure all appropriate /tickets are being captured. Actively monitor open issues till remediated. Responsible for alarm response and trouble ticket assignment, resolving open trouble tickets, pursuing resolution to closure on all open tickets
• Technical Escalation: – Is responsible for supporting and escalating to next level of technical support as necessary
• Proactive and Preventive Maintenance: – Is proactively seeking and identifying potential network problems/trends and addressing these issues before becoming service affecting events
• Professionally manage difficult and/or emotional customer situations
• Respond promptly to customer needs
• Solicit customer feedback to continually improve service
• Produce reports and documentation to highlight service incidents

Preferred Qualifications

• Prefers someone with experience doing a networking function, someone with broad understanding IP services
• CCNA and ITIL Certifications
• Hubspot and/or similar tools experience
• Salesforce experience
• Experience in any ticketing tools, monitoring tools and data centre

Benefits

Offers a work-life balance lifestyle