Job Title: Senior IT Service Desk Analyst
Job Summary
Company
Collabera Technologies Private Limited Inc
Location
Metro Manila / NCR
Job Category:
IT
Years of Experience
2 - 6 years

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Job Description

  • • Communicate updates/questions/resolutions to customer in English

    • Translate customer issues/queries/requests into English within the Service Management tool so that 2nd & 3rd line teams can understand.

    • Using remote control tools solve 80% of issues on the first interaction with the customer.

    • Analyze problem management data to identify key trends and recommend remedial action (process improvement).

    • Be a mentor to junior staff. Assist with Local Office IT, Desktop Engineering, and project specific assignments as needed.

    • Act as a first line resource on all support issues and requests
About Us
With an expanded footprint spanning 3 continents, we offer clients the ability to leverage our Global Talent Management to gain access to the best IT resources regardless of where they are. All Collabera locations are positioned to provide innovative solutions to our clients, helping them achieve cost efficiencies through industry best practices and our world-class recruiting engine.

Collabera services Fortune 500 and mid-size clients globally through a network of over 40 locations in North America, Europe and APAC. These locations include sales offices, regional centers and proximity delivery centers.

Collabera’s Philippines operations started in 2011 and is experiencing tremendous growth. We currently have 2 office locations and over 2500 consultants in the country. As the Philippines is considered a top location for BPO (voice) services, Collabera Philippines has established a world-class customer service competency center specifically for the BPO and Call Center domain.