Service Desk Analyst L1 & L2 support- BGC - Hybrid

BGC, TaguigPermanentAbout the role: 

In this role, Level 1 and 2 technical and remote phone support to customers and internal departments is required. The Service Desk is a customer facing entity and the main activities incorporate call handling and basic to intermediate technical services to customers and internal departments. These services include responding to and resolving customer support requests (phone calls, emails or tickets logged directly in the ITSM Platform) within the defined Service Level Agreements (SLAs).

Service Desk Analysts are expected to deliver high quality and professional service to customers and internal departments.Position requirements: 

Qualifications:

• Bachelor’s degree in Computer Science (or a related field) is highly desirable;
• Microsoft industry vendor certifications, such as Microsoft MCSA or MCP preferred; 
• Cisco industry vendor certifications, such as CCNA (Routing and Switching) advantageous; and
• ITIL Foundation v4 certification is required.
• Minimum 5  years experience with a high technical up to date skill set in  (to a level 2 capability) Service Desk or other customer-facing technical support roles. 
• Previous experience in a Managed Service or Professional Services environment preferred; and
• Sound understanding of ITIL Framework.​

Additional Responsibilities:

• Achieve personal KPIs at all times
• Other duties may be delegated by the Business Unit Manager from time to time.
• Conduct all activities in accordance with company policies and procedures, as may be amended from time to time.
• Assist the Service Desk Team Leader in the day-to-day running of the Service Desk and perform administrative tasks as defined in client and internal Knowledge Management Systems, such as:
  • Account modifications
  • Office 365 Administration
  • Alert Handling