Indra Philippines
Service Desk Analyst (Malate, Manila)
- Compensation
- Not disclosed
- Location
- Malate, Metro Manila
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Full description
- Perform first level support to assist end users at the onset of an issue or request
- Knowledgeable on basic Microsoft (excel and PowerPoint) for reporting and analyzing
- Serving as the first point of contact for end users seeking technical assistance over available contact channels
- Provide initial investigation and diagnosis and promptly allocates unresolved issues as appropriate
- Categorize and record reported queries and provide solutions
- Logs incidents and service requests and maintains relevant records
- Support problem identification
- Update users on the status of reported cases and advise users on appropriate course of action
- Monitor issues and requests from start to resolution
- Escalate unresolved problems to a higher level of support
- Provide essential online security advice and support to end users
- Delivering customer service through multiple channels
- Monitor and respond quickly and effectively to issues/requests received through Service Desk
- Contributes to creation of process documentation when needed
- Submit daily, weekly and monthly reports as required