Service Desk Analyst L1

Experience: 2 to 6 years

Location: Ouezon city (Onsite - 5 days per week)

Salary: 35K to 40K PHP

Shift: 24x7 - Shifting schedule

Responsibilities:

· To provide 1st line technical support; answering support queries via phone, email, Chat and Web

· To maintain a high degree of customer service for all support queries and adhere to all service management principles.

· To take ownership of user problems and be proactive when dealing with user issues.

· Logging / verifying customer details

· Identifying the issue and categorizing / prioritize the incident

· Creating a ticket in ITSM tool · Referring KB for workaround / resolution and attempting resolution

· Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)

· Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)

· Routing / Chasing of tickets with other PRG's

· Recording trend of calls and identifying outages proactively

· Callbacks for customer not reachable cases & customer request

· Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation

· Creating child tickets and tagging them with problem ticket

Required Skills:

Previous Helpdesk (Voice Support) experience preferred.

· Excellent telephone manner.

· Experience of using call logging software.

· Knowledge of Servicenow, Microsoft based operating systems with emphasis on Windows X

· Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)

· Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.

· Basic understanding of PC hardware set-up and configuration.

· Ability to troubleshoot hardware, software and basic application issues on different end user devices.

· Should have worked as a Customer Support Engineer / Technical Support Executive / System or Network Administrator