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IT Service Desk Analyst

Keywords / Skills : Service Desk Analyst, ServiceNow, ITIL Process

3 - 5 years years
Posted: 2017-09-14

Nationality
Philippines
Industry
ITES/BPO
Function
IT
Role
Technical Support Engineer
Education
Bachelors/ Degree
Posted On
14th Sep 2017
Job Description
  • Be part of the IT Service desk and handle user contacts via phone/ email regarding IT incidents and requests. 
  • Document user contact in the ITSM suite (ServiceNow) appropriately and process them as per standard operating procedures 
  • Perform initial level diagnosis and use basic technical/logical skills and knowledge base to refer to the relevant support group 
  • Basic Trouble-shooting 
  • Follow up with 2nd and 3rd level teams which can be internal/ external vendors as part of ticket resolutions. Keep users updated on the course of the ticket. 
  • Adherence to company Group policies and compliance 
  • Able to work on shifts and on demand when business needs. 


About Company

ProV International is positioned to set a new standard of excellence in the outsourcing community by having a vertically integrated consulting, engineering, quality control and documentation driven by best in class business practices rather than software language skills as is the traditional outsourcing provider. Started in 2003, the company has experienced phenomenal growth every year by working with industry leaders to resolve business issues through comprehensive IT solutions. Unlike the competition, which grew from a technical expertise, ProV International is growing from a vast and proven consulting business practice. By having business be our roots into the outsourcing arena, customers and partners find an unmatched synergy between business fundamentals and technical wizardry.
ProV International operations are found in India, Philippines, UK, Netherlands, and the USA. The Manila operations cover all aspects of the business from Human Resources, Finance, Public Relations, Sales, and Software Engineering.

Our target is to be one of the leading Software Engineering firms in the Philippine shore supported by World-Wide projects.
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