Service Desk Analyst
M
Manila RecruitmentTelecommunications
PhilippinesFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2-3 years
- Required Skills
- NetworkingTroubleshootingCustomer support
Requirements
- Minimum 2-3 years of experience as a Service Desk Analyst.
- Bachelor’s degree or equivalent relevant experience.
- Basic networking experience and a broad understanding of IP services.
- Demonstrable ability to solve problems and think critically.
- Proficiency in working with service desk tools.
- Experience in delivering high-level customer service and handling escalations.
- Proven ability to work efficiently in high-pressure environments.
- Excellent written and verbal communication skills in English.
- Self-motivated with the ability to work under own initiative.
- Willingness to learn about fiber optic technologies.
- CCNA and ITIL certifications are considered advantageous.
- Experience with HubSpot, Salesforce, ticketing tools, monitoring tools, or data centers is a plus.
Responsibilities
- Accept customer phone calls and emails regarding circuit troubles, isolate faults, and provide status updates.
- Monitor live service status and retrieve historical events for equipment.
- Manage workloads by ensuring all tickets are captured, monitored, and driven to resolution.
- Perform technical escalations to the next level of support as needed.
- Identify potential network problems proactively to prevent service-affecting events.
- Professionally manage difficult customer situations and solicit feedback for service improvement.
- Produce reports and documentation highlighting service incidents.
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