Service Desk Analyst


Job ID:



Makati City 


Information Technology

Job Views:


Zip Code:


Employment Type:

Full time



Job Description:

This is a great opportunity to join a fast paced global support operation with a clear focus on providing excellence in customer service. Working as part of the Global Support Operations Centre team you will play your part in achieving success through helping our internal and external customers and vendors.
We are keen to provide career progression to all our team members and will ensure that ITIL Foundation v3 training is provided, we’re also ISO20000 registered so you’ll have the opportunity to be involved in end-to-end service management. If you’ve got the right attitude, we’ll work with you to hone your skills in areas which are of interest to you and provide value to our business.
The Service Desk Analyst position is responsible for providing advice, guidance and the rapid restoration of normal services to the users and customers of kgb and its affiliates located in countries around the globe.
Customer Service
  • Interact with users in a respectful, courteous and positive manner. Provide accurate answers that can be understood by users.
  • Provide users globally with a first contact resolution where possible, or carry out appropriate procedures for escalation and communications, when incidents and service requests need to be passed to other groups for resolution.
  • Provide users/customers with information and/or self-help tools to improve their experience of the service.
  • Provide support through taking calls and handling the resulting incidents or service requests from all users and customers of kgb and its affiliates globally.
Accuracy in Documentation
  • Understand and document all incidents and service requests, subsequent contacts and any work under-taken within kgb’s global network.
ITIL/ISO20000 Process Exposure
  • Responsible for the Incident Management process within the kgb global network
  • Responsible for the Change Management process within kgb global network.

Job Requirements:

  • Demonstrate effective verbal, documentation and listening skills with strong interpersonal skills and a good command of English. Customer-focused. Articulate and methodical
  • Ability to handle multiple tasks simultaneously and having a keen ability to make quick and accurate decisions
  • Demonstrate aptitude in problem analysis, ability to summarize complex information and clear communication
  • Candidate must possess at least an Associate's or Bachelor's/College Degree in Information Technology, or equivalent;
  • Minimum 1 year experience in a professional service center/call center environment providing assistance over the phone and/or via e-mail/chat.
  • Experience using current or recent Windows desktop platforms and current or recent MS Office suite
  • Willing to work on 4x12, rotational shifts, holidays and weekends
  • Willing to work in Makati City
Nice to have
Experience in Technical & Helpdesk Support or equivalent. Experience with ticketing systems (ServiceNow)
Company Info
Conduit Global a kgb company
BTS Facility SRE 2A Commercial, Santa Rosa-Tagaytay National Rd.
Santa Rosa, Philippines

Phone: (02) 756-7545 / 0917 5285958
Web Site:*/job

Company Profile