Service Desk Analyst

Taguig, National Capital Region
Posted more than 30 days ago
Company:
Nityo Infotech Services Philippines Inc.
Company Description:
Nityo Infotech Corporation is the fastest-growing global IT Services & Solutions Company; headquartered in New Jersey, USA. Our services span from Application Management Outsourcing, Packaged Application Services, Remote Infrastructure Management, Product Development, and Support to higher value-added offerings, including Managed Platform and Product Engineering Services.
Contract Type:
Contract
Experience Required:
1 year
Education Level:
Bachelor’s Degree
Number of vacancies:
10

Job Description

 Handle customer questions, incidents and service requests;
 Communicate in the language of the customer by avoiding technical terminologies and jargon;
 Gather information from customer by asking probing questions to analyze symptoms and identify underlying problem/s;
 Assess/determine impact and urgency of the incident to the customer and the business;
 Work to build cooperative relationships with customers;
 Give customers a realistic estimate of the time it will take to resolve an incident or request;
 Escalate ticket to the appropriate level 2 support team and ensure ticket hand off, whenever applicable;
 Log the ticket accurately with all the important information provided by the customer;
 Provide enough information about the customer’s issue in the ticket, prior to escalation, to ensure that the Level 2 support team can begin working on resolution for the customer;
 Demonstrate willingness to take ownership of the call by acknowledging the customer’s concern;
Diagnosis and Resolution
 Use all available resources (Knova, HPI.SME, etc.) to ensure consistency of resolution and avoid unnecessary escalations;
 Follows the correct troubleshooting steps to resolve password reset and account related concerns;
 Maintain and improve current technical skills, through regular training and coaching sessions;
Compliance to Company Standards
 Avoid and discourage the use of unprofessional language;
 Encourage good security practices, such as following secure password reset rules and PCI compliance standards
 Prevent unauthorized access to proprietary and sensitive company data by following procedures and requiring proper authorization prior to granting access;
 Discourage and report software piracy.
Salary:
₱30,000.00 Monthly