Service Desk Analyst

Requisition Number: 80016 

Service Desk Analyst 

RESPONSIBILITIES 

• Resolve incidents and request calls routed to any of the Service Desk call queues in accordance with customer SLAs. 

• Resolve incidents and requests via customer emails using ServiceNow and other customer ticketing system in accordance with resolution SLAs. 

• Accurately update and resolve incident tickets and requests in accordance with Service Desk policies and procedures. 

• Escalate critical issues immediately to management. 

• Escalate non-resolved incidents to management prior to SLAs expirations. 

• Continuously evaluate urgency/impact and escalate calls to management as appropriate. 

REQUIREMENTS 

• Must be a college bachelor's degree holder. 

• Fluid English skills in speech and excellent writing capabilities. 

• Prior experience working with a ticketing system. 

• 1-2 years of experience working in a call center, NOC and/or Service Desk environment. 

• Demonstrated working knowledge of network, systems, and/or desktop computer devices. 

• High energy and enthusiasm along with a high attention to detail. 

• Must be a self-starter, highly motivated, dependable and possess a strong work ethic. 

• Flexible and able to function in a "hands-on" environment. 

• Positive and professional image. 

• Must be willing to work shifting schedules. 

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com.
 

• Founded in 1988 in Tempe, Arizona
• 11,000+ teammates in 21 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
• $9.2 billion in revenue in 2018*
• Ranked #430 on the 2019 Fortune 500, #14 on the 2019 CRN Solution Provider 500
• 2019 Adobe Americas Partner of the Year, 2019 Cisco Global-Americas Partner of the Year, 2019 Intel IoT Solutions Partner of the Year, Microsoft U.S. Azure Partner Choice Award for Data/AI, Microsoft Azure Expert Managed Services Provider 
• Ranked #23 on the 2019 Fortune 50 Best Workplaces in Technology, #70 on the 2019 Fortune 100 Best Workplaces for Diversity, and #7 on the Phoenix Business Journal 2019 list of Best Places to Work (Extra Large Business)
• Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

* Proforma to include PCM, Inc. for fiscal year ended Dec. 31, 2018

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Insight Manila Location: 2nd Floor Edsa Central Pavilion Building, Edsa corner United Street, Greenfield District, Mandaluyong City, Metro Manila, Philippines 1550