Service Desk Analysts at Taguig city

Gratitude Inc

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1 month ago

Service Desk Analysts at Taguig city

0-10 Year(s)

20 - 35 Thousand p.m

Manila (Taguig)

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Job Description

Key Skills

Customer Relations Customer Service Technical Support

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Job Highlights

HMO on Day 1 plus 3 free dependents.

Paid Leaves

Other bonuses

Job Description

Service Desk L2 Qualifications:

Candidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology or equivalent.

At least 4 year(s) of working experience in the related field is required for this position.

Excellent communication skills.

Experience in supporting MDM / AirWatch environment will be a plus

Critical Incident Management experience

Experience in handling VIP customers

Handle Calls/Incidents escalated by L1 team.

Experience in handling software installation cases via remote assistance.

Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly

Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups.

Perform hierarchical escalation to Service Desk Management and Incident Management

Provide communication to end users concerning the status of Incidents, Service Requests, and Changes.

Service Desk L2 Responsibilities

Handle Calls/Incidents escalated by L1 team.

Provide trainings for new products or upgrades.

Create / modify and manage KB articles for new and existing products and / or coordinate with concerned L2 or application teams to get the KBs updated.

Analyze trend reports to identify causes for increase / decrease in incidents for specific products or overall volume if such spikes are not related to outages.

Coordinate to application / L2 teams and problem management groups to report / follow-up on previously reported or newly identified issues with no know solutions.

· Report, analyze and correct either individually or by means of feedback, on accuracy of CI, KBs quality of documentation in incidents resolved or escalated by L1 ESD groups.

· Receive calls, emails and web-tickets for end users and other Agency, Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information.

· Tracking and classifying incoming incidents or service requests, attempting initially solutions.

· Provides initial assessment of categorization and prioritization for reported Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolution.

· Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups.

· Perform hierarchical escalation to Service Desk Management and Incident Management

· Provide communication to end users concerning the status of Incidents, Service Requests, and Changes.

· Compiles data through Incident entry that will be used for management information and reporting.

· Maintains ownership of Incidents, ensuring status update and resolution according to SLAs.

· Provide input to Service Desk Management regarding Continuous Improvement opportunities.

· Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly

· Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions

· Follow the escalation process

· Follow the shift hand-over process

· Update worklogs Categorizes as per CTI as appropriate

· Update the knowledge base

· Coaching freshers to be independent

· Coaching analysts for correct routing of tickets, capturing critical information

· Technically upgrade across versions of environment when required

· Adhere to organization policies and procedures

· Complies to regulatory requirements

· Ticket Monitoring

Benefits:

HMO on Day 1 plus 3 free dependents.

Paid Leaves

Other bonuses.

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Role

Customer Service Executive -Technical

Timings

US-Type Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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