Helpdesk Analyst

CHARGE

Key Duties & Responsibilities:

• Respond to inquiries from employees via Zendesk, and provide clear and concise explanations and solutions

• Triage tickets and ensure that inquiries and concerns are directed to the right subject-matter expert (a.k.a. POC), and that actions are committed by the SME (POC).

  • Keep ticket submitters informed about the status of their tickets, providing regular updates, and ensuring effective communication throughout the support process

• Ensure timely resolution of issues according to service level agreements (SLAs)

• Add troubleshooting steps, resolutions, and frequently asked questions into the knowledge base for future reference

• Identify recurring issues and recommend improvements to systems and processes through monthly reporting and collaboration with other departmentsRequired Qualifications:

• Residing in Quezon or Ortigas

• At least 1 year experience in customer service

• Has experience with helpdesk tools, preferably Zendesk

• Proficiency with Google Workspace and Mac OS

• Willing to be in a hybrid work environment, encompassing both remote and in-office work environments

• Willing and available to work during the graveyard shift and has the flexibility to work at any day of the week

• Required Behavioral Competencies:

  • Analytics and problem-solving abilities: Can pinpoint and fix complex issues efficiently by diagnosing root causes, following logical steps, consulting documentation, and testing solutions until resolved

  • Excellent customer service skills: Has the ability to provide outstanding assistance and support to employees, ensuring their needs are met and issues are resolved promptly and courteously

  • Great verbal and written communication: Is proficient in effectively conveying information and solutions, ensuring clarity and understanding for ticket submitters

  • Attention to Detail: Is able to notice and address even the smallest aspects of an employee’s concern or query, ensuring thoroughness and accuracy in responses and solutions

  • Initiative: Has the willingness and readiness to take proactive steps to assist employees and solve problems without always needing explicit instruction or guidance

  • Resourcefulness: Is capable of finding creative and practical solutions to issues, utilizing available resources effectively to resolve queries or problems

  • Assertiveness: Possesses the confidence in dealing with employees inquiries, and reaching out to people from other departments/SMEs/POCs to ensure that issues are addressed promptly and effectively

  • Teamwork and collaborative spirit: Can work well with colleagues and other teams, sharing knowledge and resources to provide comprehensive support and solutions to ticket submitters

  • Time management: Can prioritize tasks and manage time effectively to ensure timely responses to employee inquiries and efficient resolution of issues

Athena is a Drug-free Workplace

We are committed to fostering a safe, healthy, and productive work environment. As part of this commitment, we maintain a strict drug-free workplace policy. Drug testing may be required as a condition for hiring and/or on a random basis. All testing is conducted confidentially in accordance with company policy.