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Service Desk Analyst (#662,439,557) 

Job offer #662,439,557 in Makati City (National Capital Region), Philippines

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This is a great opportunity to join a fast paced global support operation with a clear focus on providing excellence in customer service. Working as part of the Global Support Operations Centre team you will play your part in achieving success through helping our internal and external customers and vendors.

We are keen to provide career progression to all our team members and will ensure that ITIL Foundation v3 training is provided, we’re also ISO20000 registered so you’ll have the opportunity to be involved in end-to-end service management. If you’ve got the right attitude, we’ll work with you to hone your skills in areas which are of interest to you and provide value to our business.

It's not just a job - we'll provide learning and development through kgb University that is industry standard and more. This would lay the foundation of a successful career with a fun learning environment.

The Service Desk Analyst position is responsible for providing advice, guidance and the rapid restoration of normal services to the users and customers of kgb and its affiliates located in countries around the globe.

• Interact with users in a respectful, courteous and positive manner. Provide accurate answers that can be understood by users.
• Provide users globally with a first contact resolution where possible, or carry out appropriate procedures for escalation and communications, when incidents and service requests need to be passed to other groups for resolution.
• Provide users/customers with information and/or self-help tools to improve their experience of the service.
• Provide support through taking calls and handling the resulting incidents or service requests from all users and customers of kgb and its affiliates globally.

• Understand and document all incidents and service requests, subsequent contacts and any work under-taken within kgb’s global network.

• Responsible for the Incident Management process within the kgb global network
• Responsible for the Change Management process within kgb global network.

• Demonstrate effective verbal, documentation and listening skills with strong interpersonal skills and a good command of English. Customer-focused. Articulate and methodical
• Ability to handle multiple tasks simultaneously and having a keen ability to make quick and accurate decisions
• Demonstrate aptitude in problem analysis, ability to summarize complex information and clear communication
• Candidate must possess at least an Associate's or Bachelor' s/College Degree in Information Technology, or equivalent;
• Minimum 1 year experience in a professional service center/call center environment providing assistance over the phone and/or via e- mail/chat.
• Experience using current or recent Windows desktop platforms and current or recent MS Office suite
• Willing to work on 4x12, rotational shifts, holidays andweekends
• Willing to work in Makati City

• Experience in Technical & Helpdesk Support or equivalent.
• Experience with ticketing systems (ServiceNow)

The Company

Company Name
kgb Philippines
Company Description
Since its creation in 1992, kgb has grown into a global company, with businesses and customers around the world. We are looking for talented people who are smart, creative, dedicated, and above all, have the ability to contribute by converting their passion into action. We offer you an unparalleled chance to build a rewarding career in a dynamic workplace. Not only do we give you the freedom to choose your path, but we also provide the support you need to excel. You will find yourself working alongside people who represent some of the most talented in our industries. We come from a broad range of cultures, backgrounds, and perspectives, yet with a shared set of the following values: Performance, Perseverance, Innovation, Integrity, and Agility. These core values play a vital part in our daily business activities.
Number of Employees
more than 1000

Job Details

Employment Status
Full time
Type of Salary
Salary plus bonus
Job Location
Makati City
Post Code
National Capital Region

Job Requirements

Minimum Educational Qualification
Bachelor's degree
Professional Experience
1 Year
Languages known
English  (Intermediate)
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