Service Desk Analyst (L1) - #35000

1 week 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

  • Accept customer phone calls and emails for circuit troubles and track repair progress.
  • Isolate fault locations and coordinate updates with vendors and customers on circuit status.
  • Monitor live service status and retrieve historical event data.
  • Capture, track, and manage all open tickets until resolution.
  • Respond to alarms, assign trouble tickets, and escalate technical issues as needed.
  • Proactively identify network problems and trends before they become service-affecting events.
  • Handle difficult or emotional customer situations professionally and respond promptly to customer needs.
  • Produce reports and documentation to highlight service incidents.
  • Support team members through training, technical bulletin reviews, and collaboration.

Requirements

  • Minimum of 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.
  • Experience working with 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 proven ability to work efficiently in a high-pressure environment.
  • Excellent written and verbal communication skills in English.
  • Preferred: networking function experience with broad understanding of IP services.
  • Preferred: CCNA and ITIL certifications.
  • Preferred: experience with HubSpot or similar tools, Salesforce, ticketing tools, monitoring tools, and data centre environments.

Interested in this position?

Apply directly on the company website

Apply Now

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