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Service Desk Analyst

Keywords / Skills : service desk, help desk, service now, "Technical Support Analyst"

1 - 2 years
Posted: 2019-02-19

Nationality
Philippines
Industry
IT/Computers - Hardware
Function
IT
Role
Technical Support Engineer
Education
Bachelors
Degree
Posted On
19th Feb 2019
Job Description
Job Responsibilities: 

• Resolve incidents and request calls routed to any of the Service Desk call queues in accordance with customer SLAs.

• Resolve incidents and requests via customer emails using ServiceNow and other customer ticketing system in accordance with resolution SLAs.

• Accurately update and resolve incident tickets and requests in accordance with Service Desk policies and procedures.

• Escalate critical issues immediately to management.

• Escalate non-resolved incidents to management prior to SLAs expirations.

• Continuously evaluate urgency/impact and escalate calls to management as appropriate. 

Job Requirements: 

• Fluid English skills in speech and excellent writing capabilities.

• Prior experience working with a ticketing system.

• 2-5 years of experience working in a call center, NOC and/or Service Desk environment.

• Demonstrated working knowledge of network, systems, and/or desktop computer devices.

• High energy and enthusiasm along with a high attention to detail.

• Must be a self-starter, highly motivated, dependable and possess a strong work ethic.

• Flexible and able to function in a "hands-on" environment.

• Positive and professional image.

• Must be willing to work shifting schedules.




About Company

Established in June 2005. In the past thirteen years, we have expanded operations in Mandaluyong (Edsa Central), to include 500 employees in every aspect of our operation.

PCM is one of the fastest growing direct marketers of technology solutions for business, government agencies, educational institutions and consumers.

PCM is committed to offering high-quality and cost-effective health care plans, financial programs and other benefits as we strive to assist in the physical and mental well-being of our employees.

Come grow with us today, Learn about our exciting pace of growth and development. Stay up to date in the world of business and consumer technology. It's dynamic and challenging.

If you're a winner now, or on your personal road to success, the team PCM is waiting to hear from you!

Reach for the stars with us!


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