Service Desk Analyst
On-siteCebu City, Central Visayas, Philippines
Job Summary
Monitor telephone queues and answer calls within established service level guidelines while investigating, diagnosing, and resolving issues remotely. Record accurate updates in the enterprise ticketing system, assign incidents to appropriate resolver groups, and contribute knowledge articles to the Knowledge Base. Uphold Data#3's core values and policies by representing the organization professionally to internal and external customers. Maintain confidentiality when handling sensitive information and participate in continuous improvement initiatives to enhance service desk performance. Successfully complete a National Police Certificate if required, as this is an inherent requirement of the role.
Required Qualifications
- At least 3 months of experience in a Service Desk, Call Centre, IT Support role, or a related undergraduate program
- Basic knowledge and hands-on experience with Microsoft Office Suite (including Outlook)
- Basic knowledge and hands-on experience with Windows 10 troubleshooting
- Basic knowledge and hands-on experience with PC hardware troubleshooting
- Strong verbal and written English communication skills
- Excellent customer service skills
- Effective time management and troubleshooting abilities
- Strong keyboarding and data entry skills
- Ability to document procedures and create reports
- Ability to work independently while meeting deadlines
- Flexible and adaptable in a fast-paced environment
- Successfully complete a National Police Certificate if required
Desired Qualifications
- Active Directory (preferred)
- Microsoft Exchange (preferred)
- Understanding of ITIL principles and Service Level Agreements (SLAs) is an advantage
- ITIL® 4 Foundation Certification
- Lean Six Sigma Certification
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