Service Desk Analyst - #35208

2 months, 2 weeks ago
Full-time
Junior
Customer and Technical Support
Recruitment & Search Agency - Headhunter in the Philippines

Recruitment & Search Agency - Headhunter in the Philippines

Manila Recruitment is a top recruitment agency in the Philippines, offering hiring solutions for executive search, IT, developers, managers, and specialized roles. With a database of over 250,000 candidates, we provide innovative headhunting services a...

Professional Services
11-50
Founded 2010

Description

  • Handle customer calls and emails about circuit troubles, isolate fault locations, and provide repair progress updates.
  • Coordinate with vendors and keep customers informed on circuit status.
  • Monitor live service status and retrieve historical event data.
  • Ensure tickets are captured, open issues are actively tracked, and alarms are responded to promptly.
  • Assign trouble tickets, support technical escalation, and drive issues through to closure.
  • Identify potential network problems or trends before they become service-affecting events.
  • Manage difficult or emotional customer situations professionally and respond promptly to customer needs.
  • Solicit customer feedback to improve service quality.
  • Produce reports and documentation that highlight service incidents.
  • Support team members through training and review of technical bulletins.

Requirements

  • 2-3 years of experience as a Service Desk Analyst.
  • Bachelor’s degree or relevant experience.
  • Willingness to learn fiber optic technologies.
  • Basic networking experience and a broader understanding of IP services.
  • Ability to think through issues and use problem-solving techniques to provide solutions.
  • Drive, self-motivation, and ability to work independently.
  • Experience using service desk tools accurately and confidently.
  • Experience delivering a high level of customer service.
  • Experience handling customer escalations and high-priority support issues.
  • Strong analytical skills and ability to work efficiently in a high-pressure environment.
  • Excellent written and verbal English communication skills to collaborate with foreign counterparts.
  • CCNA and ITIL certifications are advantageous.
  • HubSpot and/or similar tools experience is advantageous.
  • Salesforce experience is advantageous.
  • Experience with ticketing tools, monitoring tools, and data centre environments is advantageous.

Benefits

  • Opportunity to work on exciting and innovative projects.
  • Work-life balance lifestyle.
  • Be an integral part of a high-end networking company.

Interested in this position?

Apply directly on the company website

Apply Now

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