Help Desk Analyst
Digital Services Cambridge Limited ROHQ
Metro Manila / NCR, PH
2d ago
source : Monster

Job Overviews

To log, track and provide first-line support for queries, technical and non-technical, arriving into Cambridge Assessment English from its global customer base.

To engage with customers in a friendly and customer-focused manner whilst providing a world-class level of service.

Job Responsibilities

Provide effective and efficient customer service for all enquiries arriving into the Helpdesk, via telephone, email, web-chat and websites.

This includes first-line troubleshooting for customer facing IT systems and websites.

Ensure that all queries and support calls are logged, tracked and customers are kept informed as to progress and resolution.

Identify complaints and potential complaints received by Cambridge Assessment English, and ensure that they are correctly recorded and brought to the attention of the appropriate complaint owner.

Job Qualifications

Educated to a degree level in a relevant subject, or have equivalent experience in a customer support role, ideally within a Helpdesk or Service Desk environment.

Desirable :

• A customer service qualification

• Recognised English language qualification at approximately level C1 or higher on the Common European Framework

Working Patterns

The working hours of the Helpdesk Analyst will typically not be longer than 8 hours in any one shift, which may fall at any time on any day of the week, including weekends.

  • Additional work may be required in evenings and weekends during peak periods of activity. Due to the nature of the teamâ€
  • 153;s work, it may be necessary to work public and / or religious holidays.

    Team : Cambridge English Help Desk

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