Service Desk Analyst Level 1 | Entry Level  

L1 Service Desk Analyst will provide first-line support for Clients, responsible for interacting with customers to provide and process information in response to inquiries, concerns, and requests. They will follow Standard Processes and required to document and resolved BASIC technical issues.

Further to this, the details of the job description are as follows:

• Responds to requests for technical assistance via phone or email both for internal and external.
• Obtains and evaluates all relevant information to handle inquiries and complaints
• Collaborate effectively with Service Desk Team Members
• Troubleshoot, diagnose and resolve basic requests/issues following SOP and using knowledge support tools
• Redirects tickets that cannot be resolved to appropriate groups concerned
• Identifies and escalates situations requiring urgent attention
• Record details of actions taken for Case Creation, Updates and Closure
• Stays current with system information, changes, and updates
• Performs other tasks and responsibilities that may be assigned by the immediate superior from time to time
• Candidate will be in a SHIFTING SCHEDULE

• Graduate of a 4 yr IT related course
• Fresh grads are encouraged to apply
• Willing to work on any shift (Shifting schedule)
• Prior experience in a Customer Service role is a plus
• 1-2 yrs equivalent experience in a technology related field is an advantage
• ITIL Foundation certification is an advantange
• Willing to start ASAP
• Willing to work in Makati