Service desk Analyst (18 headcounts)

Triage
•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.

WORK SETUP (HYBRID)
Kindly confirm agreement on the days of onsite reporting and work from home schedule.

NOTES:
• No fix weekends off
• TRAINING: 3 weeks, Tuesday to Saturday, Shifting
• NESTING: 2 weeks, Tuesday to Saturday, Starts usually at 8pm
• OPERATION/PRODUCTION: Usually Starts at 8pm
• Start Date: March 17, 2025
• Open House interview for technical exam passers: Tentative Feb 20-21
TRAINING
First 2 days of Training (ONSITE)
— Releasing and Check of Assets and Access if these are working properly.
Week 3 of Training (ONSITE)
— Required to report onsite for 1 day and first day of call taking for password course.
NESTING
Nesting Period (ONSITE)
— Required to report onsite for 2 weeks starting from 4th week of training.

Final Week of Training (ONSITE)
— Last two days of your training will be allocated for graduation.

OPERATION
RTO for atleast 12 days in a month depending on performance especially on attendance or outages (equipment issue, system issue, internet and electricity). Subjected to change depending on client’s policy.

RTO’s Outside your schedule.
i. When experiencing laptop and system difficulties.
ii. When you prefer to report onsite more than what is the current setup.
iii. When required due to poor performance