Service Desk Analyst

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Manila Recruitment

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2010

🎯 Recruiter

🏢 Enterprise

Recruitment • Enterprise

Manila Recruitment is a leading recruitment agency based in the Philippines, specializing in innovative talent sourcing and headhunting services. The agency provides a wide range of recruitment solutions including executive search, IT recruitment, offshore staffing solutions, remote staffing, and more. With a focus on understanding clients' strategic business objectives, Manila Recruitment offers tailored recruitment strategies for multinationals, corporations, and start-ups entering the Filipino market. The firm prides itself on a process-driven approach, offering comprehensive candidate guarantees and a database of over 250,000 candidates. Certified headhunters at Manila Recruitment are dedicated to passive candidate sourcing, ensuring quality hires that align with company culture and requirements.

📋 Description

• - Customer Trouble management: Accept customer phone calls/emails for circuit troubles, isolate fault location, and notify about repair progress as required. Inquire from diverse vendors and provide regular updates to the customer on circuit status. • - Equipment monitoring: Check live service status and able to retrieve historical events • - Workload Management: Ensure all appropriate /tickets are being captured. Actively monitor open issues till remediated. Responsible for alarm response and trouble ticket assignment, resolving open trouble tickets, pursuing resolution to closure on all open tickets • - Technical Escalation: Responsible for supporting and escalating to next level of technical support as necessary • - Proactive and Preventive Maintenance: Proactively seeking and identifying potential network problems/trends and addressing these issues before becoming service affecting events • - Professionally manage difficult and/or emotional customer situations • - Respond promptly to customer needs • - Solicit customer feedback to continually improve service • - Produce reports and documentation to highlight service incidents

🎯 Requirements

• - A minimum of 2-3 years’ experience being a Service Desk Analyst • - Bachelor’s Degree or relevant experience • - Willing to learn about fiber optic technologies • - Basic networking experience • - Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques • - Drive, self-motivation, and ability to work under own initiative • - Experience of working accurately and confidently with service desk tools • - Experience in delivering a high level of customer service. • - Experience in handling customer escalation and high-priority support issues • - Demonstrates strong analytical skills • - Proven ability to work efficiently in a high-pressure environment • - Excellent written and verbal communication skills in English to effectively collaborate with foreign counterparts • - Prefers someone with experience doing a networking function, someone with broad understanding IP services.