Service Desk Analyst

About the role

Booth and Partners Pte Ltd is hiring a Service Desk Analyst in Cebu City. The role covers call handling, incident and request resolution, ticketing and knowledge-base work, with a focus on meeting service levels and KPIs.

Key responsibilities

• Monitor telephone queues and answer calls within established service level guidelines.
• Identify the urgency and impact of incidents and service requests and follow established processes.
• Record accurate, timely updates in the enterprise ticketing system and assign incidents and requests to the right resolver groups.
• Investigate, diagnose and resolve issues over the phone using remote support and system management tools.
• Deliver high-quality customer support and contribute to the Knowledge Base.
• Help team members adapt to new processes, identify training needs and promote knowledge sharing.
• Meet KPIs, take part in continuous improvement initiatives and perform other duties assigned by the manager.
• Adhere to company policies, represent the company professionally, work safely, keep confidential information secure, and be ready to work at customer, vendor or partner sites; a National Police Certificate is required if requested.

Required profile

• At least 3 months of experience in a Service Desk, Call Centre, IT Support role or a related undergraduate program.
• Strong verbal and written English, excellent customer service, time management and troubleshooting skills.
• Ability to document procedures, create reports, work independently and adapt to a fast-paced environment.

Required skills

• Microsoft Office Suite (including Outlook), Windows 10 troubleshooting, PC hardware troubleshooting.
• Active Directory and Microsoft Exchange preferred.
• Understanding of ITIL principles and SLAs is an advantage.
• ITIL 4 Foundation and Lean Six Sigma certifications are listed as desirable.