System Support Analyst (Service Desk)

Responsibilities:

• Provide ITIL (Information Technology Infrastructure Library) support to customers in New Zealand and Australia.
• Responsible for new store’s IT infra setup/configuration and store upgrade activity
• Provide application support for MS SQL database, PULSE and MS Server and VMware setup & management.
• Fetch data from database & update/amend based on store requirements
• History and statistical data analysis & use it for further planning and predict future demands.
• Periodic report preparation & presentation to the client.
• Provide high-level technical support for critical incidents & customization in the daily operational activities such as change in oven-time, delivery time, cooking time, order details, change requests, GPS delivery tracking, promo & voucher, discounts update, etc.
• Diagnose, troubleshoot and resolve technical issues to ensure efficient communication with end-users.
• Track and monitor the status of issues to ensure proper follow-up and resolution.
• Investigate and resolve escalated issues and complaints to ensure customer satisfaction and retention.
• Accurately document and maintain customer records and interactions in the CRM system and other program specific tools.
• Collaborate with other support teams to address complex customer concerns.
• Provide product demonstrations and assist customers with software-related inquiries.
• Identify opportunities for process improvement and contribute to enhancing customer service procedures.
• Stay updated on product knowledge and industry trends to better assist customers
• Uphold company mission, policies and procedures and serve as role model to team members by modeling the company’s values of honesty, trustworthiness, truthfulness, and respect in all actions.
• Perform ad hoc tasks to support departmental needs and functions.

Requirements:

• 2-year undergraduate degree or knowledge of call center operations
• Must have at least 1-2 years’ experience as Service Desk Technical Support (L2 Support).
• Experience in Microsoft SQL Server, Enterprise Project Management (EPM), IT Infrastructure Management, and Application Support including VoIP, Asterisk, Linux and Microsoft Office applications (Teams, Excel & Word)
• Strong proficiency in using CRM systems, ticketing software, and other program specific tools
• Strong problem-solving skills and customer-centric mindset
• Strong interpersonal skills to foster cooperation among users, support teams and peers
• Additional certification in customer service or technical support is an advantage
• Able to work with minimal supervision
• Excellent communication skills, both written and verbal
• Must be willing to work flexible schedules (including weekends and holidays)
• Must be willing to work onsite in Pasay City