Offer summary

Qualifications:

Minimum 2-3 years of experience as a Service Desk Analyst., Bachelor's Degree or relevant experience in IT or related field., Basic networking knowledge and willingness to learn about fiber optic technologies., Strong communication skills in English and ability to handle high-pressure situations..

Key responsibilities:

Manage customer trouble tickets by accepting calls/emails, diagnosing issues, and providing updates.

Monitor live service status and review historical events to identify potential problems.

Ensure all support tickets are properly captured, monitored, and resolved efficiently.

Support and escalate technical issues as necessary, and produce reports on service incidents.

Job description

As a Service Desk Analyst, you will also support other team members in training, reviewing technical bulletins and collaboration. You will perform a critical function within the network repair process and can ultimately impact the client’s ability to meet network availability and time-to-repair commitments made to the customers.

Company Profile:

Our client is based in London, England and they provide high-end optical fiber networking fully managed solutions to businesses requiring fast and reliable connectivity. Their services range from network & cloud connectivity, and hosting through to systems integration and fully managed environments.

They are currently looking to hire in the Philippines, and they are in search of a professional, and effective Service Desk Analyst.

You will have the opportunity to work on exciting and innovative projects and at the same time maintain a work-life balance lifestyle. If you are searching for something amazing that you can be an integral part of, this could be the perfect career move for you.

Duties and Responsibilities:

Customer Trouble management: Accept customer phone calls/emails for circuit troubles, isolate fault location, and notify about repair progress as required. Inquire from diverse vendors and provide regular updates to the customer on circuit status.
Equipment monitoring: Check live service status and able to retrieve historical events
Workload Management: Ensure all appropriate /tickets are being captured. Actively monitor open issues till remediated. Responsible for alarm response and trouble ticket assignment, resolving open trouble tickets, pursuing resolution to closure on all open tickets
Technical Escalation: Responsible for supporting and escalating to next level of technical support as necessary
Proactive and Preventive Maintenance: Proactively seeking and identifying potential network problems/trends and addressing these issues before becoming service affecting events
Professionally manage difficult and/or emotional customer situations
Respond promptly to customer needs
Solicit customer feedback to continually improve service
Produce reports and documentation to highlight service incidents

Requirements

A minimum of 2-3 years’ experience being a Service Desk Analyst
Bachelor’s Degree or relevant experience
Willing to learn about fiber optic technologies
Basic networking experience
Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques
Drive, self-motivation, and ability to work under own initiative
Experience of working accurately and confidently with service desk tools
Experience in delivering a high level of customer service.
Experience in handling customer escalation and high-priority support issues
Demonstrates strong analytical skills
Proven ability to work efficiently in a high-pressure environment
Excellent written and verbal communication skills in English to effectively collaborate with foreign counterparts
Prefers someone with experience doing a networking function, someone with broad understanding IP services.