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senior service desk analyst

  •  Ensures the end-to-end excellent customer experience (calls, chat, email and direct client support), act as a single point-of-contact for end users within the organization to receive support, maintenance with their desktop, laptop, Software, mobile devices, printers, scanners, Blackberry work, Skype for Business. This includes diagnosing, troubleshooting, research and identifying solutions to resolve system issues on Laptop and Desktop on both OS & Hardware and other company provided devices. 
  • Develop training materials and procedures, proper use of hardware or software.
  •  Conduct Training for the new joiners. Providing new joiners a working knowledge of a wide range of applications and services. 
  • Ensures Incident Management process meets SLA’s
  • Analyze incident tickets taking ownership ensures solution in a timely and accurate manner.
  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
  • Acting as an escalation point where difficult or controversial calls are received.
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service desk analyst

  • Participates in the continuous improvement of Service Desk processes. 
  • Monitoring of all Meralco websites status
  • Monitors Software Distribution updates or new versions for systems like Financial Mgt. System, Materials Mgt. System, MWMS, and CMSv10 to all MERALCO remote sites.
  • Doing System Admin function such as resetting of user IDs for MERALCO Networking (NT) and Mainframe application systems. Dropping of stalled and looping processes of Mainframe application systems.
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service desk analyst

  •  Monitor and respond quickly and effectively to incidents and requests received via email and SelfService Portal.
  •  • Deliver relevant and correct technical support on a case­by­case basis. 
  • • Ensure proper recording, problems, and changes in designated ITSM system. 
  • • Properly prioritize and escalate unresolved queries as required to ensure customer satisfaction. 
  • • Assist other teams to initiate, design and manage effective support solutions as determined by our business needs. 
  • • Detect and report increasing trends, unusual activity or repeated activity. 
  • Update knowledge and skills to keep up with rapid advancements in computer technology.• Request client system ID for new hires 
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service desk analyst

  • Network monitoring of all branches and district offices using TNM SPECTRUM and BMC proactive 
  • Coordinate and relay trouble Network Links to corresponding Telecommunications teams for further troubleshooting.
  • Responsible for releasing IT and Telecom related advisory through SMS.
  • Create knowledge articles for team reference.
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service desk analyst

  • Identified, investigated and researched user questions and problems via phone, email and chat.
  • Resolved incidents and requests and customer emails using ServiceNow in accordance with resolution SLAs. 
  • Accurately updated and resolved incidents and requests tickets in accordance with Service Desk policies and procedures. 
  • Sent out a timely notification alerts and updates that clearly communicate the incident to the Service Desk Team. 
  •  Continuously evaluated urgency/impact and escalate calls to management as appropriate.