Service Desk Analyst
Collabera Technologies Private Limited Inc
Metro Manila, PH
15d ago
source : Monster

•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

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