IT Service Desk Analyst

Transcom Worldwide Philippines Inc

Mandaluyong City, Philippines

Last shared 207 days ago

Job Details


1 - 2 years

Employment Type


Employer Job ID

Not Mentioned

Industry Sector

Functional Area

BPO/ KPO Customer Service
Job Description
The role of IT Service Delivery Analyst Client Applications Support (SD-CAS) is an entry level IT position. The emphasis in this role is to support end-users and ensure the continuity of IT services at all times in any of the Transcom’s site across Europe, North America and Asia according to ITIL standards. The initial role of the SD-CAS is to support internal users with issues and request affecting Client Provided Applications.
As part of a multinational team environment, the Analyst investigates the reported incidents, provides remote resolution and fulfills requests.

Position Summary
  • Remote resolution of technical incidents reported by end users regarding:
  • PC’s, laptops, printers, network connection, internet access, standard and client’s applications
  • Standard and client’s software installation, configuration and update
  • LAN and email support to end users
  • User management, file access permission management
  • Telecom Agent management
  • Provide phone and remote service assistance
  • Ensure all work is carried out and documented in accordance with required standards, methods and procedures
  • Execute maintenance activity according to the procedure, report status about the result, escalate any non-documented or non-standard issue
  • Real time monitoring of Systems and Network Events and escalation to proper resource
  • Maintain daily relationship with IT organizations and Business Customers
  • Escalate faults/query calls or trouble tickets to IT/Operations/Development Team/Service Delivery Second Line Support or Solution Delivery Development Teams and track until resolution
  • Candidate must possess at least a Bachelor's/College Degreein IT or equivalent
  • At least 1 year(s) of working experience in the related field is required for this position.
  • Mircrosoft, ITIL, HDI Certifications are a plus
Company Description
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers.

We have 30,000 customer experience specialists spread out at 70 contact centers across 28 countries, delivering services in 33 languages (including Filipino) to over 350 international brands in various industry verticals.

Transcom is a global employer in an industry that depends upon strong, resourceful, talented people. We are where your customers are.

Whether onshore, offshore or near shore, we are uniquely focused on delivering outstanding customer experiences, driving satisfaction, brand loyalty and additional sales while also adding insights and value to our clients’ business operations.

Transcom has been in the Philippines since 2007. We currently have facilities located in Pasig, Mandaluyong, Iloilo and Bacolod.


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