Service Desk Analyst

Our Purpose Here at Datacom, we connect people and technology to solve challenges, create opportunities, and discover new possibilities for our communities.
The Nitty Gritty We have over 6,200 people across our global offices and generate annual revenue of over $1.2 billion, making us one of Australasia's largest professional IT services companies. We have extensive expertise in operating data centers, providing IT services, software engineering, and application management, as well as payroll and customer service design and operations. With this comes a long list of significant clients. Datacom is committed to hiring, developing, and promoting the best talent from a diverse range of backgrounds. We are local at heart, yet world-class in capability.
Role Overview and Objectives The Service Desk Analyst is responsible for ensuring all Incidents or Requests are updated in a timely manner.
Core Objectives and Responsibilities Ensure the best service for every request.Adhere to the prescribed processes and procedures.Manage self-performance and support the team.Responsibilities The Service Desk Analyst is responsible for:
End User SatisfactionMaintain professionalism in all customer interactions, including escalations.Address every request with an appropriate response (resolve or re-assign).Manage customer-related incidents ensuring a speedy resolution within the SLAs.Assist Field Technicians and NT Engineers in troubleshooting and resolution of problems.Assist in the administration of network infrastructure.Process ComplianceFollow guidelines/scripts and ensure every customer interaction is quality compliant.Log all requests and update the database as per the guidelines.Maintain security of the network.Self-development & LeadershipKeep manager updated on potential risks and performance deficiencies proactively.Regularly update product knowledge and technical skills using available resources.Incorporate Datacom values into team interactions.Requirements Knowledge of network hardware including routers, hubs, and switches.Able to recreate and administer network infrastructure.Proactive in ticket management.Conflict resolution skills.Results-oriented.Prior experience in customer telephone support or service desk.Experience in LAN topology and infrastructure.Ability to work in a constantly changing environment.Skills Tools usage.Knowledge management center.Work instruction document (SOP).Soft skills.Technical support and problem resolution.Written and spoken English (35 WPM).Customer service.Empathy.Technical support and problem resolution over the phone.Our office is located in BGC Taguig, and we have a hybrid work setup (twice a week) and a flexible work schedule. We promote work-life balance, and our APAC focus means no graveyard shifts
We also provide exciting perks such as spotter fees, HMO with free 4 dependents, leave credits, performance bonuses, and a work-life balance environment.

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