Service Desk Analyst

Role: L1 Service Desk Analyst

Work Location:Science Hub Tower or One World Tower, McKinley Hill, Taguig City (Few blocks away from Venice Grand Canal Mall)

Work Schedule: Candidate must be amenable to work in a shifting schedule.

Work Set Up:This 100% onsite/office reporting.

• Open, log, prioritize, assign, close tickets logged in the IT Service Desk.
• Query the User for all relevant information concerning the call made or issue reported by the user.
• Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
• Re-route misdirected Calls.
• Escalate tickets not resolvable by SD, in accordance with client’s escalation procedures.
• Provide status updates on Tickets to users. Reopen Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction.
• Able to make sound decisio...