Service Desk Analyst

Gratitude Inc

1567 Views

18 hours ago

1-8 Year(s)

Manila (Makati)

Job Description

Key Skills

Customer Service Technical Support

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Duties & Responsibilities

Proactively monitor all systems and respond to alerts according to predefined guidelines

Manage enterprise-wide communication of any processing variance in accordance with communication standards, including providing detailed Post-Incident report for applicable issues

Thoroughly and efficiently gather all User information required to assess/resolve User-impacting issues

Resolve technical issues in a timely fashion, engage appropriate teams as needed and provide responses within designated SLAs

Effectively and professionally work with technical counterparts within Bastion Inc. to resolve all User-impacting issues

Continuously maximize efficiency by increasing proficiency in the use of all information systems and applications available to service the Users

Build strong relationships with other Divisions, including definition of escalation paths, response SLAs, etc.

Maintain strong working knowledge of all aspects of Bastion, Inc. and Omnipay, Inc.

Support, communicate, reinforce and defend the mission, values and culture of the organization

Comply to corporate processes

Submit reports on a timely manner

Propose new analytics reports

Propose projects and help in implementing them within budget and time

Propose qualified leads accepted by business development and help in converting into a sale/win

Support, communicate, reinforce and defend the mission, values and culture of the organization

Perform other tasks or duties that are deemed fit by management from time to time

Qualifications

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

Must have at least 2 years of working experience in Technical & Helpdesk Support or equivalent.

Amenable to work on shifting schedule

Willing to work in Salcedo, Makati

Role

Customer Service Executive -Technical

Timings

Rotational Shifts (Permanent)

Industry

IT-Software / Software Services

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

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