Service Desk Analyst

Service Desk Analyst

Position Snapshot

Location: Rockwell, Makati, PH / Meycauayan, Bulacan, PH
Company: Nestlé Business Services AOA, Inc.
Full-time

A day in a life...

As a Service Desk Analyst, you will serve as the primary point of contact for IT support, providing assistance and guidance to end-users. You will be responsible for troubleshooting issues, managing incidents, and ensuring timely resolution of service requests. Your expertise will contribute to maintaining high levels of user satisfaction and operational efficiency.

• User Support: Provide first-level support via phone, chat, email, and other communication channels. Log and route incidents and service requests effectively.
• Incident Management: Troubleshoot and resolve issues related to software and hardware, including Office 365, Windows, and remote access solutions.
• Customer Communication: Keep users informed about the status of their incidents and service requests, ensuring clear and timely communication.
• Knowledge Management: Contribute to the development and maintenance of knowledge base articles and self-service resources.
• Collaboration: Work closely with other IT teams to escalate and resolve high-priority incidents and ensure seamless service delivery.
• Performance Monitoring: Track and report on key performance indicators (KPIs) related to service desk operations and user satisfaction.
• Continuous Improvement: Identify opportunities for process improvements and contribute to initiatives aimed at enhancing service delivery.

Requirements

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Experience: Minimum of 2-3 years of experience in IT support or service desk roles.
• Technical Skills: Proficiency in Microsoft Office Suite, Windows operating systems, and familiarity with IT service management tools (e.g., ServiceNow).
• Communication Skills: Excellent verbal and written communication skills in English, with the ability to convey technical information clearly to non-technical users.
• Problem-Solving: Strong analytical and problem-solving skills, with a customer-oriented mindset.
• Flexibility: Willingness to work on shifting schedules, including evenings and weekends as needed.