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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

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