SERVICE DESK ANALYST

XOI Information Technology Services Is Xelure Technologies:

 

Xelure Technologies is a company based on growth and partnership… with their clients and their employees. Join others who have trusted Xelure Technologies’ intuitive approach to solving problems. As Xelure works side by side with you, they interact to your benefit and success, as if they are directly a part of your own company.

We believe in helping our clients solve their problems as a partner by:

  • Accelerating the growth of firms by providing access to experienced C-level mentors without the risk of making a full-time commitment
  • Advising on key business growth decisions using our knowledge of technology, business and team building
  • Significantly reducing the cost and time to market with our proven ability to build low cost technology teams and solutions.

 

Job Role

 

The Service Desk forms part of the Client Services department responsible for delivering technical support to clients globally 24×6. As a Service Desk Analyst, you will act as a first point of contact to the clients, handling service requests, incidents, problems, escalations, and providing an interface for other functions such as new client on-boarding.

The goal is to ensure high quality of service and increase client satisfaction.

 

Responsibilities

 

  • Ensure that the highest levels of service are delivered to clients
  • Providing telephone and email-based customer support
  • Provide first-line investigation and diagnosis, resolving at first contact whenever possible
  • Assess the impact and urgency of cases, gather the appropriate information for the request
  • Responsible for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA’s and that all issues are resolved quickly and efficiently
  • Maintain accurate records of activity taken throughout the lifecycle of a case
  • Keep customers informed of progress
  • Management of escalation through other teams ensuring high quality of feedback and service to customers at all times
  • Work closely with Service Management team to maintain excellent service including handing over to US
  • Develop a good understanding and technical expertise across all products
  • Resource for project work
  • Support the Client Services Manager towards continuous improvement of team process and customer experience

 

Skills & Requirements:

 

  • A graduate of Bachelor’s Degree in any field from reputable University
  • Must have at least 5 years’ experience in customer support
  • Experience in is a plus
  • Series 7 Certification is an advantage
  • Excellent communication skills (written and verbal)
  • Good understanding and awareness of IT terminologies
  • Ability to translate technical language into user-friendly information
  • Good decision making (able to act decisively under pressure) abilities
  • Highly motivated and energetic team player, determined and driven with a can-do attitude
  • Ability to work in a high-pressure environment in terms of volume and intensity of activity
  • Ability to adapt to new situations quickly and think on his feet







[xchat]

Be a partner and let us help you grow your business

Join our partner companies who have powered their business globally with Xelure Technologies.

Grow with us

Custom staffing, consulting, and technology solutions that help your business or career grow.
We are Xelure Technologies.

Get Started

About Xelure Technologies

Xelure Technologies empowers your business through collaborative partnership with our custom staffing, on-demand IT consulting, web and tech services.

Grow with Us!

CONTACT INFO

  • Unit 1801, The Peak Tower, 107 LP. Leviste St., Salcedo Village, Makati City, Philippines, 1227


    315 W 36th St, New York, NY 10018, USA