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.
