Dynamic Talent Solutions Service Desk Analyst

Dynamic Talent Solutions

₦657.7-789.2K[Monthly]

On-site - Taguig1-3 Yrs ExpBachelorContract

Open, log, prioritize, assign, and close tickets logged in the IT Service Desk.
Query the user for all relevant information concerning the call made or issue reported.
Attempt to resolve the defined inquiries while on the telephone to meet the agreed Service Level for First Call Resolution.
Re-route misdirected calls.
Escalate tickets not resolvable by the Service Desk, in accordance with client’s escalation procedures.
Provide status updates on tickets to users.
Reopen tickets or create new tickets for follow-up if the user indicates that the inquiry was not resolved to their satisfaction.
Able to make sound decisions and work with minimal supervision.
Excellent interpersonal skills to foster cooperation among users, support teams, and peers.
Handle a voice account, and if required, additional contact channels such as Chat, Email, Self-Service Tickets.
Tools: ServiceNow, AD, RAVPN, Five9, Avaya, MS Office, O365 environment, Cerner, Krono.

Relevant Service Desk experience is an advantage.
Basic knowledge about software and hardware applications.
Basic knowledge or familiarity with computer configuration and troubleshooting.
Problem-solving skills.
Communication skills: able to communicate periodically and proficiently using all types of communication tools such as phone, email, messaging, etc. with all types of users and colleagues in the organization.
Must be willing to be trained.

Customer Relationship ManagementEnglish LanguageWritten Communication