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Open nowPosted 74 days ago

Service Desk Analyst - #35208

Workable (global search)108,016 open roles

Where
Philippines
Work mode
Remote
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Your applicationOpen nowService Desk Analyst - #35208Workable (global search) · Philippines

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 74 days ago

Workable (global search) median: 7 days open

The posting

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.

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.

Advantageous skills or nice-to-haves:

  • CCNA and ITIL Certifications
  • HubSpot and/or similar tools experience
  • Salesforce experience
  • Experience in any ticketing tools, monitoring tools and data centre
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