Service Desk Analyst (Start ASAP)

Service Desk Analyst at BGC, Taguig, Philippines, managing service desk channels and providing IT support to users and clients.

Your Role

Here’s what you will be doing:

• Manage one or more service desk channels as a point of contact for users and clients reporting issues or requesting services.
• Respond to inquiries and evaluate and resolve issues related to IT equipment and applications.
• Provide technical support for system hardware, operating systems, applications, and networks.
• Systematically interpret user problems, identify solutions, and consider possible side effects.
• Use experience and database interrogation to achieve First Call Resolution for incidents or requests.
• Escalate complex or unresolved incidents by Swarming to connect appropriate resources for resolution.
• Record and track issues from start to conclusion.
• Respond to operational needs during changes to avoid servi...