LOCATION: QUEZON CITY AND CEBU, PHILIPPINES
JOB TITLE: SERVICE DESK ANALYST
The purpose of this role is to the first point of contact for the B2B users who call Service Desks to troubleshoot appropriate end user issues in line with the Company's Service Desk objectives.
Be responsible for primary user support and customer service:
1. Respond to queries from all calls, portal, emails, chats from the client
2. Become familiar with each client and their respective applications/ processes
3. Learn fundamental operations of commonly-used software, hardware and other equipment
4. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
5. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
6. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
Regular MIS & resolution log management on queries raised:
1. Record events and problems and their resolution in logs
2. Follow-up and update customer status and information
3. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
4. Identify and suggest improvements on processes, procedures etc.
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
External Clients: Handle issues/ queries
Lists the competencies required to perform this role effectively:
*Functional Competencies/ Skill: Process Excellence - Ability to follow the Service Desk standards and norms to produce consistent results, provide effective control and reduction of risk ? Competent to Expert
Domain Knowledge ? Knowledge of process/ domain managed ? Competent to Expert
Competency Levels:
1. Foundation - Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
2. Competent - Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
3. Expert - Applies the competency in all situations and is serves as a guide to others as well.
4. Master - Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
Behavioral Competencies:
-Effective Communication
-Detail Oriented
-Change Agility
-Client centricity
-Execution Excellence
-Passion for Results
Deliver: Performance Parameter Measure
1. Service Desk Delivery
-Adherence to TAT, SLA as per SoW
-Minimal Escalation
-Customer Experience
2. Personal
-Attendance
-Documentation etc.
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