Service Desk Analyst

Posted 3 months agoViewed

💎 Seniority level: Entry, 1-3 years

📍 Location: Philippines

🔍 Industry: IT Services

🗣️ Languages: English

⏳ Experience: 1-3 years

🪄 Skills: Communication SkillsProblem SolvingCustomer serviceWritten communicationDocumentationClient relationship managementTechnical support

Must be physically based within the Philippines.
College degree, technical school, or equivalent experience preferred.
Minimum 1-3 years experience in a Help Desk/Service Desk or IT role.
Experience with Outlook/O365 and Office applications within a network environment.
Basic knowledge of PCs, operating systems, applications, and networks.

Provide timely and accurate tier one technical support for clients through calls, chats, and emails.
Document client-reported incidents and troubleshooting steps in the ITSM system.
Monitor tickets for critical infrastructure issues and perform troubleshooting.
Manage the incident process for open tickets, ensuring timely resolution.
Support user account management and provide exceptional customer service.

Posted 3 days ago

📍 Philippines

🔍 IT and cybersecurity

🏢 Company: Agio, Inc.

🔧 Requirements

2+ years of demonstrated experience and proficiency providing support for (but not limited to): Microsoft Windows, macOS, Mobile Device Management, M365. O365, Microsoft Entra ID, VPN
Demonstrate analytical skills to diagnose and solve computer-related problems, including hardware, software, and network connectivity issues.
Experience with ticketing systems (e.g., Service Now) and remote support tools.
Must demonstrate flexibility and adaptability in an environment of rapid technological and business change while maintaining enthusiasm and displaying sound judgment
Strong troubleshooting and problem-solving skills
Confidence to “Speak Up” and share knowledge, areas of improvement, etc.
Collaborative, team-player, stays “Cool Under Pressure”
Familiarity with ITIL best practices is a plus
Ability to provide off-hours on-call support (including holidays and weekends)

💡 Responsibilities

Deliver courteous and prompt responses and solutions to end-user submitted issues and requests, via phone, email, web portal and live chat.
Exhibit exceptional verbal and written communication skills with a strong focus on providing excellent customer service.
Maintain an average record of resolving at least 75% of issues and service requests immediately.
Escalate complex issues to Level 2/3 and Engineering support teams as necessary
Prioritize and manage multiple cases effectively, ensuring adherence to Service Level Agreements (SLAs).
Assume ownership of cases and see them through to client-confirmed resolutions
Assist with automation of repetitive tasks and suggest efficiencies
Contribute to the knowledge base by documenting support-related solutions and client environments
Identify repetitive issues for root cause analysis
Participate on project teams, as required.

Communication SkillsAnalytical SkillsProblem SolvingCustomer serviceTroubleshootingTechnical support

Posted 3 days ago