Service Desk Analyst, L1

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

📋 Description

• Management of customer troubles: Handle incoming customer phone calls and emails regarding circuit issues, pinpoint fault locations, and keep customers informed about repair progress as needed. Engage with various vendors and provide regular updates on circuit status.

• Monitoring of equipment: Assess live service status and be capable of retrieving historical events.

• Management of workload: Ensure all relevant tickets are documented. Actively monitor open issues until they are resolved. Accountable for alarm responses and trouble ticket assignments, as well as resolving open trouble tickets and pursuing closure on all outstanding tickets.

• Technical escalation: Responsible for providing support and escalating issues to the next level of technical support when necessary.

• Proactive and preventive maintenance: Actively seek out and identify potential network problems or trends, addressing these issues before they escalate into service-affecting events.

• Manage challenging and/or emotionally charged customer situations with professionalism.

• Respond swiftly to customer needs.

• 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 in a Service Desk Analyst role.

• A Bachelor’s Degree or equivalent experience.

• Eagerness to learn about fiber optic technologies.

• Basic networking experience.

• Proven ability to think critically and view issues from a broader perspective to provide solutions through various problem-solving techniques.

• Self-driven, motivated, and capable of working independently.

• Experience working accurately and confidently with service desk tools.

• Proven track record of delivering high levels of customer service.

• Experience in 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 to collaborate effectively with international counterparts.

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

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and training.

• Flexible working hours and a supportive work environment.

• Comprehensive health and wellness benefits.

• Access to cutting-edge technology and resources.