Service Desk Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Customer Trouble Management: Accept and manage customer phone calls and emails regarding circuit issues, pinpoint fault locations, and provide updates on repair progress as necessary. Liaise with various vendors and keep customers informed about circuit status.

• Equipment Monitoring: Monitor live service statuses and retrieve historical event data.

• Workload Management: Ensure all relevant tickets are logged. Actively track open issues until they are resolved. Responsible for responding to alarms and assigning trouble tickets, as well as ensuring all open tickets are pursued to closure.

• Technical Escalation: Support and escalate issues to the next level of technical support as required.

• Proactive and Preventive Maintenance: Actively seek out and identify potential network issues or trends, addressing these problems before they impact service.

• Professionally manage challenging or emotional customer interactions.

• Respond swiftly to customer requirements.

• Gather customer feedback to continuously enhance service quality.

• Generate reports and documentation to highlight service incidents.

⛳️ Requirements

• A minimum of 2-3 years of experience as a Service Desk Analyst.

• Bachelor’s Degree or equivalent experience.

• Willingness to learn about fiber optic technologies.

• Basic understanding of networking concepts.

• Proven ability to think critically around issues and consider the broader context to provide solutions using various problem-solving techniques.

• Self-driven and motivated, with the ability to work independently.

• Experience working accurately and confidently with service desk tools.

• Proven track record of delivering a high level of customer service.

• Experience managing customer escalations and high-priority support issues.

• Strong analytical skills.

• Demonstrated ability to work effectively in a high-pressure environment.

• Excellent written and verbal communication skills in English for effective collaboration with international counterparts.

• Preference for candidates with experience in networking functions and a broad understanding of IP services.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness benefits.

• Flexible work hours and remote work options.

• Supportive team environment and company culture.