At a Glance
- Tasks: Support customers with network issues and ensure smooth service delivery.
- Company: Leading optical fibre networking company based in London, offering innovative solutions.
- Benefits: Work-life balance, competitive salary, and opportunities for professional growth.
- Other info: Join a dynamic team and work on exciting projects in a supportive environment.
- Why this job: Be the first Service Desk Analyst in the Philippines and make a real impact.
- Qualifications: 2-3 years of experience in service desk roles and a passion for learning.
The predicted salary is between 30000 - 40000 £ per year.
As a Service Desk Analyst, you will 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, who will be the first Helpdesk Analyst here in the Philippines for the team. You will have the opportunity to work on exciting and innovative projects while maintaining a work-life balance lifestyle.
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 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 the 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.
Qualifications:
- 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 a broad understanding of IP services.
Advantageous 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.
Service Desk Analyst (L1) - #35000 employer: Manila Recruitment
Our client, based in London, offers a dynamic and innovative work environment for Service Desk Analysts in the Philippines, where you can contribute to high-end optical fiber networking solutions. With a strong emphasis on work-life balance, professional development, and collaboration, employees are encouraged to grow their skills while being part of exciting projects that directly impact client satisfaction. Join a team that values your input and fosters a culture of support and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst (L1) - #35000
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Manila Recruitment values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Manila Recruitment might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Manila Recruitment!
✨Direct Apply to Manila Recruitment
Let's not forget to apply directly through the Manila Recruitment website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Analyst (L1) - #35000
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Manila Recruitment.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Manila Recruitment. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Manila Recruitment
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
