IT Service Desk Analyst
Sitel
Pasig City, PH
21h ago

Job Description :

  • Provide World Class customer service through first call resolution and appropriate escalation of support issues.
  • Provide system availability information in the form of Service Alerts and Service Bulletins to the organization in order to minimize the impact of any outage or maintenance.
  • Provide documented follow-up of problem resolution through closed call tracking tickets and knowledge base entries.
  • Streamline the process of receiving, logging, escalating, and resolving support requests.
  • Determine the level of severity (service effecting / revenue generating) of reported problems and escalate as necessary to minimize time to resolution.
  • Accept ownership of tickets through to closure, problems through to resolution, and projects through to completion. Document production processes and solutions to common problem in our knowledge management system.
  • Requirements :

  • Excellent communications skills.
  • Preferrably a graduate of IT related course.
  • At least 6 mons of phone support as CSR / TSR in a BPO company.
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