L1 Service Desk Analyst | Mckinley, Taguig

QUALIFICATIONS:

• Must possess at least a Vocational Diploma/Short Course Certificate in Computer Science/Information Technology or equivalent
• With BPO/SDA experience
• Must be amenable to work in shifting schedules
• Must be amenable to work 100% onsite
• Must be willing to be trained
• Immediate joiners are preferred!

JOB DESCRIPTIONS:

• 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 decisions and work with minimal supervision.
• Excellent interpersonal skills to foster cooperation among users, support teams and peers.

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