Service Desk Analyst L1 - M365 | Night Shift | BGC

xpatjobs       |    Location:Taguig , Metro Manila       |    Country:Philippines

Responsibilities Resolve up to 80% of incidents and requests during the first / initial contact or providing correct diagnosis and warm transfer to Level 2 service providers when unable to resolve incidents Identifying and resolving technical problems Dialing into systems and providing most ''remote connection'' services, according to agreed procedures Answering technical queries, providing advice and education to end users on IS services Ensuring critical and major incidents are escalated appropriately, according to established procedures Maintaining accurate and comprehensive log entries of faults (and notes), with resolution and contact details Ensuring the integrity of the information loaded into ServiceNow Providing the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided Using appropriate tool sets to maintain open communications with end users, according to established procedures Working on tasks as assigned by Team Leaders Providing an effective interface between users and service providers supplying all necessary diagnostic information according to established procedures Ensuring effective hand-over of incidents at end of shift, according to established procedures Qualifications Bacheloru0027s Degree or Associateu0027s Degree in Information Technology or, Two(2) Years in a Related Study One (1) Year Technical Support Experience - Service Desk, Helpdesk, or Similar/Related Job Function is Needed Demonstrates Business Communication Skills - with Strong Customer Service Orientation -- Able to Articulate Thoughts and Maintain Positive Working Relationships -- (via Existing Communication Tools/Methods - - Email, Chat, Phone, etc.) Excellent Telephony Skills (Phone Etiquette