Are you ready to POWER UP your skills Take the leap and join Concentrix's League of TOP-NOTCH TALENTS! Prepare for an Extra-Ordinary Journey where you not only Collaborate with Industry Champions but also immerse yourself in an Innovative Workplace filled with Laughter, Continuous Learning, and Limitless Opportunities. Join the Leading Global Provider of CX and Tech Services and seize this moment to #JoinConcentrix!
Job Summary: The Service Desk Analyst will Function as the Single Point of Contact for Internal and External Customer(s). You will Assist Customer(s) with Issue(s) Encountered that are Related to System(s) and Application(s) - and Help Interpret, Troubleshoot, Diagnose, and Resolve Routine Desktop, Network Connectivity, as well as Hardware and Software Problem(s) while Ensuring Timely Resolution of Issue(s) within Agreed Service Timeline(s) and Maintaining Quality Customer Relation(s).
Essential Duties and Responsibilities:
- Establish Problem Severity and Make Use of Notification Procedure(s), Ensure Problem(s) are Understood and Addressed Timely while Maintaining Quality Customer Relation(s), Perform Immediate Analysis to Troubleshoot and Resolve Customer Issue(s) which Includes Routine Desktop, Application(s), Hardware and Software, and Network Connectivity Problem(s)
- Monitor Mission Critical System(s), Communicate Alert(s) to Supporting Department(s), Provide Technical Support and Resolve Customer Issue(s) while Utilizing Different Contact Channel(s) and Available Ticketing Tool(s)
- Provide Regular Update(s) to User(s) if Issue(s) Exceed the Agreed ETA(S) as Described in Service Monitoring, Escalate Unresolved Issue(s) to Level 2 Helpdesk Analyst(s) and Monitor Progress for Resolution(s) - Provide Feedback to Support Group(s), Management, and Customer(s)
Minimum Hiring Qualifications:
- Bachelor's Degree in Computer Science, Engineering, and Related Field(s) or Equivalent Work Experience - 2 Year(s) of Technical Support Background in a Similar Environment (Technical Helpdesk, IT Service Desk, or MIS Experience is Preferred), Technical Certification(s) are an Advantage
- Knowledgeable of the Following: System(s) (Notebook(s), Thin Client(s) and Desktop(s), Server(s) and Storage), Power Device(s), Operating System(s) and Security, Networking (Knowledge on Network Administration and Computer Hardware Installation, Troubleshooting, and Maintenance), Software and Peripheral(s), Basic Understanding of PC Hardware Set-Up and Configuration, Up-to-Date with the Latest Technology (Computer Software and Hardware)
- Strong Verbal and Written Communication Skills, Above Average Typing Skills, Demonstrates Strong Analytical, Organizational, and Problem Solving Skills, Intermediate Proficiency with Microsoft Office Tool(s)
Get Hired and Enjoy the Following:
- Interact/Collaborate and Learn from Industry Experts
- Multiple Opportunities for Learning and Development
- Enjoy a Fun - and Competitive Working Environment
Work Location: Tera Tower, Bridgetowne, Quezon City
