IT Service Desk analyst24-7 Intouch

About 24-7 Intouch
24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world's biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.
For more on our culture, follow the link to Our Story -
About the Job
Are you looking for an exciting new challenge? 24-7 Intouch is looking for you!
As one of the world's leading outsourcing companies, 24-7 Intouch is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.
We're hiring a Service Desk Analyst to encompass the day-to day knowledge management of our Service Desk. This role will be responsible for identifying, capturing and organizing information as knowledge assets for knowledge sharing. This role will also be the main point of contact for all partner incidents. Our ideal candidate is a leader with a drive to deliver extraordinary results and a fearless attitude to contribute to our culture.
As IT Service Desk Analyst, You Will...
Be the initial point of contact for all partner requests; create incidents, update work logs, prioritize and categorize incidents
Manage the Service Desk mailbox
Provide various levels of troubleshooting, including password resets and network/application issues
Create and maintain knowledge management training content including troubleshooting instructions
Document processes and procedures for all services
Establish knowledge management processes and procedures and ensuring proper execution
Develop reporting mechanisms to measure knowledge management performance
Generate reports to measure ongoing performance
Provide accurate and timely information in accessible formats
Acts as a liaison from Service Desk to all other departments
Perform related duties as assigned or requested
Requirements
As IT Service Desk Analyst, You Have...
A high school diploma or equivalent
Some post-secondary or completion of post-secondary schooling (preferred)
ITIL certified (preferred)
Experience in knowledge management content development (creating, editing, validating and managing knowledge articles)
Technical writing experience
Understanding of process management
A self-starter attitude and can work independently
Strong critical and analytical skills
Strong customer service skills
Strong relationship-building skills with the ability to work with remote stakeholders
Excellent collaboration, facilitation and training skills
Exceptional written and verbal communication skills
By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.
Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.
24-7 Intouch

Manila City, Metro Manila
Permanent
Full-time