WE ARE HIRING: SERVICE DESK ANALYST
The Service Desk Analyst is responsible for providing technical support to users and ensuring smooth call center operations within Vervent. SDA will be the 1st level of support for any Operations infrastructure and will identify and if necessary, escalate requests to tier 2 teams. Daily and ad-hoc report generation, intra-departmental communication, and relationship building are key aspects of this role.
PRIMARY RESPONSIBILITIES

• Technical Support: Responding to calls, emails, and other forms of communication to assist users with basic technical issues (user attributes, interaction reviews)

• Troubleshooting: Diagnosing and resolving basic hardware and software problems with the Nice platform and log details for escalation to Dialer tier 2 if necessary.

• User Account Management: Setting up and managing user accounts and access controls.

• Assist with daily, weekly, monthly, and ad-hoc reporting for the management team

• Communicate daily with multiple lines of business to ensure active involvement in scheduling, tactical planning, and analysis activities

POSITION REQUIREMENTS

• Bachelor’s degree preferred (not required)

• 2-5 years of inbound call center experience in a call center support role (like WFM or operations), Helpdesk, or Service desk role.

• Must be proficient in MS Excel, and have a solid background in all MS Office products

• Knowledge in SQL Server Management a plus (preferred, but not required)

• Strong analytical and problem-solving skills. Experience analyzing, interpreting, and summarizing complex data as it relates to call center technologies and processes

• Proven communication across all levels including front-line associates, management, peers, and senior management

Please send us your updated CV and cover letter to this address: recruitment@smilesondemand.com OR you may directly visit our office at Purok 5 Magatas Sibulan for an interview.
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Job Types: Full-time, Permanent
Pay: Php20,000.00 - Php25,000.00 per month