Service Desk Analyst (L1)

Summary

The job is for a Service Desk Analyst in the Philippines, working for a global service provider. The role involves handling customer trouble management, workload management, technical escalation, proactive and preventive maintenance, managing difficult customer situations, responding promptly to customer needs, soliciting feedback, producing reports, and having excellent written and verbal communication skills in English.

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

Benefits

• CCNA and ITIL Certifications
• Hubspot and/or similar tools experience
• Salesforce experience
• Experience in any ticketing tools, monitoring tools and data centre