Job Title: Service Desk Analyst
Job Summary
Company
Collabera Technologies Private Limited Inc
Location
Metro Manila / NCR
Job Category:
IT
Years of Experience
1 - 7 years

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Job Description

  • • Handle customer questions, incidents and service requests

    • Communicate in the language of the customer by avoiding technical terminologies and jargon

    • Gather information from customer by asking probing questions to analyze symptoms and identify underlying problem/s

    • Assess/determine impact and urgency of the incident to the customer and the business

    • Work to build cooperative relationships with customers

    • Give customers a realistic estimate of the time it will take to resolve an incident or request

    • Escalate ticket to the appropriate level 2 support team and ensure ticket hand off, whenever applicable

    • Log the ticket accurately with all the important information provided by the customer

    • Provide enough information about the customer’s issue in the ticket, prior to escalation, to ensure that the Level 2 support team can begin working on resolution for the customer

    • Demonstrate willingness to take ownership of the call by acknowledging the customer’s concern

About Us
With an expanded footprint spanning 3 continents, we offer clients the ability to leverage our Global Talent Management to gain access to the best IT resources regardless of where they are. All Collabera locations are positioned to provide innovative solutions to our clients, helping them achieve cost efficiencies through industry best practices and our world-class recruiting engine.

Collabera services Fortune 500 and mid-size clients globally through a network of over 40 locations in North America, Europe and APAC. These locations include sales offices, regional centers and proximity delivery centers.

Collabera’s Philippines operations started in 2011 and is experiencing tremendous growth. We currently have 2 office locations and over 2500 consultants in the country. As the Philippines is considered a top location for BPO (voice) services, Collabera Philippines has established a world-class customer service competency center specifically for the BPO and Call Center domain.