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Service Desk Analyst

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Datacom

17d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Manila
  • Quick Apply

AI generated summary

  • You need knowledge of network hardware, LAN infrastructure, ticket management, soft skills, and customer service experience, along with strong communication and conflict resolution abilities.
  • You will manage requests, ensure timely resolution of incidents, support technicians, maintain professionalism, log interactions, update knowledge, and uphold network security while adhering to guidelines.

Requirements

  • Knowledge of Network Hardware including Routers, Hubs, and Switches
  • Able to recreate and administer network infrastructure
  • Proactive in ticket management
  • Conflict resolution
  • Results-oriented
  • Prior experience in customer telephone support or service desk
  • Experience in LAN topology and infrastructure
  • Working in a constantly changing environment
  • Tools usage
  • Knowledge management center
  • Work instruction document (SOP)
  • Soft skills
  • TS and problem resolution
  • Written and spoken English
  • 35 WPM
  • Customer Service
  • Empathy
  • TS and problem resolution over the phone

Responsibilities

  • The core objectives and responsibilities of the Service Desk Analyst include:
  • Ensure the best service for every request
  • Adhere to the prescribed process and procedures
  • Manage self-performance and support the team
  • The Service Desk Analyst is responsible for:
  • Maintain professionalism in all customer interactions, including escalations
  • Address every request with an appropriate response (resolve or re-assign)
  • To manage customer-related incidents ensuring a speedy resolution within the SLAs
  • To assist the Field Technicians and NT Engineers in troubleshooting and resolution of problems
  • To Assist in the Administration of Network Infrastructure
  • Follow guidelines/script and ensure every customer interaction is quality compliant
  • Log all requests and update the database as per the guidelines
  • Maintain security of the network
  • Keep manager updated on potential risks and performance deficiencies proactively
  • Regularly updates product knowledge and technical skills using available resources
  • Incorporate Datacom values into team interactions

FAQs

What is the primary role of a Service Desk Analyst at Datacom?

The primary role of a Service Desk Analyst at Datacom is to ensure all incidents or requests are updated in a timely manner while providing the best service for every request and adhering to the prescribed processes and procedures.

What are the main responsibilities of a Service Desk Analyst?

The main responsibilities include maintaining end-user satisfaction, ensuring process compliance, and engaging in self-development and leadership. This involves managing customer incidents, logging requests, and regularly updating product knowledge.

What skills are required for this position?

Required skills include knowledge of network hardware, proactive ticket management, conflict resolution, customer service skills, empathy, and strong written and spoken English communication skills.

Is prior experience required for this position?

Yes, prior experience in customer telephone support or service desk operations is required.

What kind of environment should I expect while working as a Service Desk Analyst?

You should expect to work in a constantly changing environment that requires adaptability and fast problem-solving skills.

Where is the office located?

The office is located at BGC Taguig.

What is the work schedule for this role?

The job offers a hybrid work setup, allowing employees to work remotely twice a week, along with a flexible work schedule that promotes work-life balance.

Are there any specific benefits for employees?

Yes, employees receive exciting perks such as spotter fees, HMO with free coverage for 4 dependents, leave credits, performance bonuses, and a work-life balance environment.

Do you provide training for new employees?

Yes, there are opportunities for self-development and managers encourage regular updates to product knowledge and technical skills.

Is there an emphasis on team communication and collaboration?

Yes, the role emphasizes incorporating Datacom values into team interactions, supporting self-performance, and ensuring collaborative problem resolution with Field Technicians and NT Engineers.

Customer focused values. World-class capability.

Technology
Industry
5001-10,000
Employees
1965
Founded Year

Mission & Purpose

Datacom Group is a leading IT services provider that offers a wide range of technology solutions, including cloud services, cybersecurity, software development, IT management, and consulting. They work with businesses across various industries to help them innovate, improve efficiency, and adapt to digital transformation. Datacom's ultimate mission is to help organisations harness the power of technology to achieve their goals and grow in a competitive market. Their purpose is to deliver tailored, reliable, and forward-thinking technology solutions that enable businesses to thrive in an increasingly digital world.