IT Service Desk Analyst
Req ID#:
88488
Pasig City, PH
IT Service Desk Analyst
Accounting/Finance
Job Description:
- Provide World Class customer service through first call resolution and appropriate escalation of support issues.
- Provide system availability information in the form of Service Alerts and Service Bulletins to the organization in order to minimize the impact of any outage or maintenance.
- Provide documented follow-up of problem resolution through closed call tracking tickets and knowledge base entries.
- Streamline the process of receiving, logging, escalating, and resolving support requests.
- Determine the level of severity (service effecting/revenue generating) of reported problems and escalate as necessary to minimize time to resolution.
- Accept ownership of tickets through to closure, problems through to resolution, and projects through to completion. Document production processes and solutions to common problem in our knowledge management system.
Requirements:
- Excellent communications skills.
- Preferrably a graduate of IT related course.
- At least 6 mons of phone support as CSR/TSR in a BPO company.
IT Service Desk Analyst
Job Segment:
Service Desk, BPO, Customer Service, Operations