Service Desk Analyst (Malate, Manila)

Perform first level support to assist end users at the onset of an issue or request 

Knowledgeable on basic Microsoft (excel and PowerPoint) for reporting and analyzing

Serving as the first point of contact for end users seeking technical assistance over available contact channels

Provide initial investigation and diagnosis and promptly allocates unresolved issues as appropriate

Categorize and record reported queries and provide solutions

Logs incidents and service requests and maintains relevant records

Support problem identification

Update users on the status of reported cases and advise users on appropriate course of action

Monitor issues and requests from start to resolution

Escalate unresolved problems to a higher level of support

Provide essential online security advice and support to end users

Delivering customer service through multiple channels

Monitor and respond quickly and effectively to issues/requests received through Service Desk

Contributes to creation of process documentation when needed

Submit daily, weekly and monthly reports as required