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Service Desk Analyst

Job Location: Manila

Job Number: 6865


- Job description

     • Provide first level support for customer and system incidents and requests using basic technical and service knowledge
     • Assist in assuming initial ownership for the coordination, investigation and documentation of customer and system incidents
     • Assist in interpreting problems or errors at a basic level and help in the assessment of risks of events and escalating appropriately to protect client services
     • Ensure proper documentation for all problems, incidents and requests
     • Demonstrate good understanding of the customer's business needs and applying them to the management of system events & incidents
     • Work with other teams to ensure the coordinated management of incidents
     • Develop and maintain an understanding of customer Service Level Agreements
a. Degree in Information Technology or other relevant field
     b. Minimum of 2 year relevant IT experience
     c. 2 years previous IT Service Desk or Call Centre experience is preferred
     d. Excellent verbal and written communication skills.
     e. Ability to work creatively and analytically in a problem-solving environment
     f. Desire to work in an information systems environment
     g. Willing to work on a night shift

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