Service Desk Analyst L1
GSS HR Solutions Private Limted · Quezon City, National Capital Region, Philippines
Tailor my CV for this job — freeExperience: 2 to 6 years
Responsibilities
· To provide 1st line technical support; answering support queries via phone, email, Chat and Web · To maintain a high degree of customer service for all support queries and adhere to all service management principles. · To take ownership of user problems and be proactive when dealing with user issues. · Logging / verifying customer details · Identifying the issue and categorizing / prioritize the incident · Creating a ticket in ITSM tool · Referring KB for workaround / resolution and attempting resolution · Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable) · Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable) · Routing / Chasing of tickets with other PRG's · Recording trend of calls and identifying outages proactively · Callbacks for customer not reachable cases & customer request · Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation · Creating child tickets and tagging them with problem ticket
Required Skills
Previous Helpdesk (Voice Support) experience preferred. · Excellent telephone manner. · Experience of using call logging software. · Knowledge of Servicenow, Microsoft based operating systems with emphasis on Windows X · Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation) · Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint. · Basic understanding of PC hardware set-up and configuration. · Ability to troubleshoot hardware, software and basic application issues on different end user devices. · Should have worked as a Customer Support Engineer / Technical Support Executive / System or Network Administrator