Service Desk Analyst  

The purpose of this role is to technically support the client’s customers who purchase their products and services. The Service Desk Analyst will be responsible for supporting small to medium enterprises and larger organizations as well as development and maintenance of customer relationships within a set number of complex corporate accounts.

A high level of client relationship skills and problem solving for solution development is required for this role. Success will be evident in the measurement of client satisfaction, reduction in support issues, first call resolution and end-to-end resolution of issues.

GENERAL RESPONSIBILITIES:

• Responsible for support of technical products and environments
• Offer an exceptional level of customer service to all of the client’s customers in every interaction
• Train all new clients on the system and ensure new starters are adequately inducted when they commence
• Maintain and create knowledge base. Create a knowledge base that can be used internally and externally for
• our Clients as well as to ensure the knowledge base is updated daily Major incident management. Responsible for end-to-end management of priority one issues in alignment
• with ITIL Build and manage effective relationships with the client’s groups that support the sales, implementation, and
• on-going customer support activities Provide clear and positive communication to all relevant people to ensure that the customer’s needs are met.
• Maintain positive relationships and build relationships with our vendors
• Network troubleshooting
• Ensure each reported problem is resolved in a timely manner, tracked according to standards and escalated as
• appropriate Work independently within established policies and procedures. Communicate problem resolution and additional
• information to customer groups, engineering and support teams, and other IT support groups Responds to customer inquiries concerning system software and applications and able to communicate technical
• problems in a non-technical manner, to customers with varying levels of technicalexpertise Follows customer issues through to completion to ensure resolution and customer satisfaction have been achieved
• Assist in creating technical documents, and training material
• Provides work direction, problem resolution, and training to other technical support personnel
• Any other task/duty as directed by client/management

• Bachelor’s Degree in Computer Science, Engineering or related field
• At least 2 years’ experience in a supporting a contact centre solution such as Vocalcom, Genesys, Avaya, New Voice
• Media or similar contact centre solutions Candidates with Amazon and Salesforce certifications are desirable
• Background and experience in Interactive voice response (IVR) technology and set-up
• Experience in managing key technical relationships and troubleshooting technical issues
• ITIL (Information Technology Infrastructure Library) preferred
• High levels of personal commitment and willingness to accept responsibility for one's own actions
• Becomes involved in customers’ decision-making processes
• Leverages personal credibility and networking abilities
• Motivational and persuasiveness skills together with high level interpersonal skills
• Comprehensive planning and administration skills
• Ability to enlist senior support to influence a desired outcome
• Strong verbal, written, presentation and effective listening skills
• High level analytical capabilities
• The flexibility to meet the changing environments of both the market place and of the client
• Proven history of working in a pro-active and entrepreneurial manner
• Strong team-working skills and results-driven
• Highly skilled in driving customer satisfaction
• Knowledgeable in supporting Microsoft Word, Excel, PowerPoint, Outlook, CRM – Contact Centre Solutions
• Ability to diagnose, troubleshoot, obtain results, provide solutions for a broad range of technical problems
• Responsible; able to manage time effectively and work efficiently, both with and without direct supervision
• Interpersonal Skills, specifically working with co-workers, customers, and management
• Sound technical understanding of the products and services the client will sell
• Exceptional customer service written and verbal
• Willing to work in Taguig City in a shifting schedule