IT Manager – Supply Chain Solutions, Rapid Response
Ferguson
Service Desk Analyst
Manila Recruitment
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteJob Level
JuniorMid-Level
About the role
- Support other team members in training, reviewing technical bulletins, and collaboration
- Perform a critical function within the network repair process, impacting network availability and time-to-repair commitments
- Customer trouble management: accept customer phone calls/emails for circuit troubles, isolate fault location, and notify about repair progress
- Liaise with diverse vendors and provide regular updates to customers on circuit status
- Equipment monitoring: check live service status and retrieve historical events
- Workload management: ensure all appropriate tickets are captured, actively monitor open issues until remediated, handle alarm response and trouble ticket assignment
- Resolve open trouble tickets and pursue resolution to closure
- Technical escalation: support and escalate to next level of technical support as necessary
- Proactive and preventive maintenance: identify potential network problems/trends and address issues before service-affecting events
- Professionally manage difficult or emotional customer situations and respond promptly to customer needs
- Solicit customer feedback to continually improve service
- Produce reports and documentation to highlight service incidents
Requirements
- A minimum of 2-3 years’ experience being a Service Desk Analyst
- Bachelor’s Degree or relevant experience
- Willing to learn about fiber optic technologies
- Basic networking experience
- Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques
- Drive, self-motivation, and ability to work under own initiative
- Experience of working accurately and confidently with service desk tools
- Experience in delivering a high level of customer service
- Experience in handling customer escalation and high-priority support issues
- Demonstrates strong analytical skills
- Proven ability to work efficiently in a high-pressure environment
- Excellent written and verbal communication skills in English to effectively collaborate with foreign counterparts
- Preferably experience doing a networking function with a broad understanding of IP services
- CCNA and ITIL certifications (advantageous)
- HubSpot and/or similar tools experience (advantageous)
- Salesforce experience (advantageous)
- Experience with ticketing tools, monitoring tools, and data centre (advantageous)
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
networkingfiber optic technologiesproblem-solving techniquesanalytical skillsIP services
Soft skills
customer serviceescalation managementself-motivationinitiativecommunication skills
Certifications
CCNAITIL
