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IT Service Desk Analyst (#712,294,503) 

Job offer #712,294,503 in Mandaluyong City (National Capital Region), Philippines

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Key Responsibilities/Outcomes:

• 1st Level telephone and other media contact support
• Strive for a high level of first contact resolution
• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
• Accurately document calls and incidents
• Manage time and workload to meet predetermined service levels
• Maintain data accuracy in our contact management system
• Assign incidents and requests to the correct support group
• Act as a single point of contact on incidents and problems logged
• Perform appropriate diagnostics to initiate problem management workflow process
• Provide clients with a reference number for their incident/request
• Understand various media sources that interface with the Service Desk
• Support multiple clients through customer service professionalism and insight
• Become multi-skilled as workload changes occur within the Service Centre
• Champion, implement or support change
• Identify process efficiencies within the Service Centre and to take corrective action to implement change
• Discover and document process and procedures which need to be published to the team or on the Knowledgebase
• Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc)

Key Qualifications:

• Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology service delivery
• Minimum 1-2 years previous experience in providing Service Desk services or in customer service support/technical support
• Experience with current Service Desk software and hardware technologies
• Knowledge of Service Desk and Contact Centre environment
• Competent in MS Office and other standard software
• Understanding of Active Directory to unlock and reset passwords
• Analytical and diagnostic skills
• Open to 24/7 shift pattern

The Company

Company Name
UNISYS Philippines L.L.C
Company Description
Unisys is a global information technology company that works with many of the world's largest companies and government organizations to solve their most pressing IT and business challenges. Unisys specializes in providing integrated, leading-edge solutions to clients in the government, financial services and commercial markets. With more than 20,000 employees serving clients around the world, Unisys offerings include cloud and infrastructure services, application services, security solutions, and high-end server technology.
Number of Employees
101 - 1000

Job Details

Employment Status
Full time or Contract / Freelance
Type of Salary
Fixed salary
Job Location
Mandaluyong City
Post Code
National Capital Region

Job Requirements

Minimum Educational Qualification
Any Qualification
Professional Experience
1 Year
Languages known
English  (Intermediate)

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