Service Desk Analyst
Wonders Corporation
Dumaguete City, Central Visayas, Philippines
21h ago

About us

Wonders Corporation was founded in 2013. We are headquartered in New York City, as an online technologies customer service platform that connects restaurants and call center agents.

Restaurants sign up to be on the Wonders platform and benefit from being able to tap into a lower-cost, commitment-free labor force that is always ready to handle takeout calls.

The company's services cover the United States and Canada. The restaurants that are currently using the service have spread over more than 40 states and hundreds of restaurants across the United States.

We take pride through our skillful service which provides customers with a satisfying ordering experience, helping the boss to retain customers and do business well.

Job Description

IT SERVICE DESK ANALYST

What the role is about? Wonders Corporation is looking for a highly capable Service Desk Analyst to help users resolve issues with computer hardware or software.

They respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users.

They also work closely with other IT Operations personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise.

Who you are?

To ensure success as a Service Desk Analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role.

A first-class service desk analyst will be someone whose IT expertise results in enhanced end-user support and system performance.

Key Responsibilities :

  • Logs incidents and service requests and maintains relevant records
  • Receives and handles requests for service, following agreed procedures
  • Systematically interprets user problems and identifies solutions and possible side effects.
  • Uses experience to address user problems and interrogates databases for potential solutions.
  • Escalates complex or unresolved incidents.
  • Records and tracks issues from the outset to conclusion.
  • During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
  • Responds to common requests for service by providing information to enable fulfillment. Promptly allocates unresolved calls as appropriate.
  • Maintains records, inform users about the process, and advises relevant persons of actions taken.
  • Acts as the routine contact point, receiving and handling requests for support.
  • Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.
  • Provides first-line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
  • Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
  • Contributes to the creation of support documentation and knowledgebase.
  • Qualifications : Qualifications :

    Qualifications :

  • Bachelor's degree in computer science, information systems, or similar.
  • At least two years experience in a service desk analyst, technical support, and end-user support role.
  • In-depth and current knowledge of computer programs and hardware.
  • Proficiency in ITSM tools and IT Ticketing software.
  • Self-learner, independent, and have outstanding analytical and problem-solving skills.
  • Exceptional collaboration, communication, and interpersonal skills.
  • Great at organizing, prioritizing, and multitasking
  • Excellent organizational and time management skills.
  • Benefits

    We have a lot to offer!

    Great salary range and compensation package!

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