Service Desk Analyst Tier 1
Greenlee Textron Inc
Quezon City, National Capital Region,  Philippines
1d ago

Description This role is responsible for the basic Service Desk task but work is closely supervised such as but not limited to password reset, receiving calls, answering emails and ticket logging using the request fulfilment and incident management processes in line with the Service Desk Objectives.

Analyze issue and provide basic IT Technical Support for a community of approximately 60,000 Emerson Employees.


  • Handle e-mails within IT Service Desk Queues and open incidents / requests based on the information gathered from customers.
  • Provide first level technical support by responding to queries over the phone or email.
  • Limited use and / or application of Service Desk procedures, processes and concepts with close supervision.
  • Monitor own dormant tickets assigned to the Service Desk Queues and provide necessary action for completion or escalating to the correct workgroup.
  • Accurately document the details of request or issue raised by user including the troubleshooting steps performed in the ticket.
  • Creates a positive customer support experience through handling concerns in a highly professional manner.
  • Adheres to the organization’s internal policies and procedures including shifting schedule and proper state usage in ININ.
  • Achieve the targets set based on the standard KPI.
  • Follow specific detailed instructions.
  • Follow-up with customer to gain additional information or required document.
  • Utilize the Knowledge Management Tool in Service Now to respond accurately and effectively to requests or issues.
  • Performs other duties as assigned.
  • Education

  • BS Computer Engineering / Information Technology
  • Job Related Eexperience

  • 1-2 Years Experience in Service Desk
  • Specific Knowledge & Skills

    1. Demonstrated basic knowledge and experience of the following platform / technology

  • Windows Operating System (Microsoft Active Directory, Microsoft Windows 2003 or higher)
  • MS Office Products
  • Service Now
  • 2. Local Area, Wide Area and Wireless Networks

    3. SharePoint 2010 / 2012

    4. ITIL v3 Foundation

    Behavioral Competencies

  • Good written and oral communication skills
  • Experience in Global Support
  • Detail Orientation
  • Teamwork & Collaboration
  • Critical Analysis
  • Process Orientation
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