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Service Desk Analyst (L1) - #34463 at Manila Recruitment. As a Service Desk Analyst, you will also support other team members in training, reviewing technical bulletins and collaboration. You will perform a critical function within the network repair process and can ultimately impact the client’s ability to meet network availability and time-to-repair commitments made to the customers.. Company Profile:. Our client is based in London, England and they provide high-end optical fiber networking fully managed solutions to businesses requiring fast and reliable connectivity. Their services range from network & cloud connectivity, and hosting through to systems integration and fully managed environments. . They are currently looking to hire in the Philippines, and they are in search of a professional, and effective Service Desk Analyst.. You will have the opportunity to work on exciting and innovative projects and at the same time maintain a work-life balance lifestyle. If you are searching for something amazing that you can be an integral part of, this could be the perfect career move for you.. Duties and Responsibilities:. . Customer Trouble management: Accept customer phone calls/emails for circuit troubles, isolate fault location, and notify about repair progress as required. Inquire from diverse vendors and provide regular updates to the customer on circuit status.. . Equipment monitoring: Check live service status and able to retrieve historical events. . Workload Management: Ensure all appropriate /tickets are being captured. Actively monitor open issues till remediated. Responsible for alarm response and trouble ticket assignment, resolving open trouble tickets, pursuing resolution to closure on all open tickets. . Technical Escalation: Responsible for supporting and escalating to next level of technical support as necessary. . Proactive and Preventive Maintenance: Proactively seeking and identifying potential network problems/trends and addressing these issues before becoming service affecting events. . Professionally manage difficult and/or emotional customer situations. . Respond promptly to customer needs. . Solicit customer feedback to continually improve service. . Produce reports and documentation to highlight service incidents. . . 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. . Prefers someone with experience doing a networking function, someone with broad understanding IP services.. . A. dvantageous skills or nice-to-haves:. . CCNA and ITIL Certifications. . HubSpot and/or similar tools experience. . Salesforce experience. . Experience in any ticketing tools, monitoring tools and data centre. . Company Location: Philippines.