Job Highlights- Day 1 HMO (with up to 3 dependents)
Paid Sick/Annual Leave- Competitive Salary Package
Role: L2 Service Desk Analyst Voice Support
Work Location: Taguig/ Makati
Work Schedule: Shifting Schedule ( it can be morning, mid or night shifts)
Work Set Up: This 100% onsite/office reporting.
- Handle Calls/Incidents escalated by L1 team.
Provide trainings for new products or upgrades.
- Create / modify and manage KBs for new and existing products and / or coordinate with concerned L2 or application teams to get the KBs updated.
Analyze trend reports to identify causes for increase / decrease in incidents for specific products or overall volume if such spikes are not related to outages.- Coordinate to application / L2 teams and problem management groups to report / follow-up on previously reported or newly identified issues with no know solutions.
Report, analyze and correct either individually or by means of feedback, on accuracy of CI, KBs quality of documentation in incidents resolved or escalated by L1 ESD groups.
- Receive calls, emails and web-tickets for end users and other Agency, Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information.
Tracking and classifying incoming incidents or service requests, attempting initially solutions.- Provides initial assessment of categorization and prioritization for reported Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolution.
Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups.
- Perform hierarchical escalation to Service Desk Management and Incident Management
Provide communication to end users concerning the status of Incidents, Service Requests, and Changes.- Compiles data through Incident entry that will be used for management information and reporting.
Maintains ownership of Incidents, ensuring status update and resolution according to SLAs.
- Provide input to Service Desk Management regarding Continuous Improvement opportunities.
Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly- Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions
Follow the escalation process
- Follow the shift hand-over process
Update worklogs Categorizes as per CTI as appropriate- Update the knowledge base
Coaching freshers to be independent
- Coaching analysts for correct routing of tickets, capturing critical information
Technically upgrade across versions of environment when required- Adhere to organization policies and procedures
Complies to regulatory requirements
Schedule:
Supplemental pay types:
Quarterly bonus
Job Type: Full-time
Schedule: Shift system
Supplemental pay types:
Quarterly bonus
Ability to commute/relocate:
Taguig City: Reliably commute or planning to relocate before starting work (Required)
