Senior Service Desk Analyst (AU Retail, Office-based) at Connectly

Mandaluyong, Metro Manila, Philippines

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

RetailIndustries

Requirements

At least 3+ years’ experience in a service desk environment or call center
Sound knowledge of supporting Microsoft technologies, including MS Office Suite, Exchange, Active Directory, Office 365, Windows 10
Desirable: ITIL Foundations certification
Exposure to ServiceNow, Salesforce, Active Directory, SharePoint, Point of Sales (POS)
Ability to support networking issues including cabling, wireless, remote access connectivity (VPN), IP telephony, and mobile devices
Excellent customer service skills
Technical & troubleshooting skills
Ability to work independently and as part of a team under pressure
Effective communication and summarization skills

Responsibilities

Deliver first and second level support in a Service Desk setting
Handle calls and assignments from end users and colleagues professionally
Provide troubleshooting for various issues, from standard PC failures to critical outages
Manage distribution of approved software mechanisms
Test and implement desktop image updates and platform patches
Ensure strict compliance with licensing and maintain accurate inventory records
Maintain ownership of Team Member requests and incidents until resolved
Regularly communicate with the Team Member and coordinate with relevant support teams
Assist with account administration as needed
Offer advanced support to remote team members, addressing information security threats
Train and support junior staff in updated administration procedures
Maintain ticket hygiene by documenting incidents and requests in the organization’s incident management system
Take on the role of Senior Analyst in supporting application issue resolution and organizational tasks as needed
Ensure all relevant processes are documented and current
Develop and train others on new procedures for emerging applications or platforms
Other duties as assigned

Skills

Key technologies and capabilities for this role

MS Office SuiteExchangeActive DirectoryOffice 365Windows 10ServiceNowSalesforceSharePointPOSVPNIP TelephonyITIL

Questions & Answers

Common questions about this position

Is this role remote or office-based?

This is an on-site, office-based position.

What technical skills are required for this Senior Service Desk Analyst role?

Required skills include sound knowledge of Microsoft technologies such as MS Office Suite, Exchange, Active Directory, Office 365, and Windows 10, plus networking support for cabling, wireless, VPN, IP telephony, and mobile devices. Exposure to ServiceNow, Salesforce, SharePoint, and POS is also needed.

What benefits are offered for this position?

Benefits include medical, dental coverage and life insurance from day 1, paid vacation and sick leave with quarterly sick leave conversion, competitive salary package and annual appraisal, financial assistance program, mandatory government benefits and 13th month pay, complimentary sleeping quarters, free coffee, complimentary office fitness and wellness facilities, and regular company events.

What experience is required for this role?

At least 3+ years’ experience in a service desk environment or call center is required.

What makes a strong candidate for this Senior Service Desk Analyst position?

A strong candidate has 3+ years in service desk or call center, strong Microsoft tech skills, networking knowledge, ITIL Foundations certification (desirable), and excellent customer service, troubleshooting, communication, and teamwork abilities under pressure.

Connectly

AI-powered marketing automation for e-commerce

About Connectly

Connectly.ai automates sales and marketing for e-commerce businesses through its AI-powered platform, Sofia AI. This platform integrates with popular e-commerce systems like Shopify and Vtex, allowing for automated, personalized conversations with customers across various channels. Connectly.ai stands out by significantly reducing time spent on administrative tasks and improving the sales closing process. The company's goal is to enhance efficiency and sales for e-commerce businesses.

San Francisco, CaliforniaHeadquarters

2020Year Founded

$33.7MTotal Funding

SERIES_BCompany Stage

Consumer Software, AI & Machine Learning, Consumer GoodsIndustries

51-200Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Unlimited Paid Time Off

Flexible Work Hours

Remote Work Options

Company Equity

Risks

Increased competition from Alibaba's AI initiatives could overshadow Connectly's offerings.

Reliance on Shopify and Vtex poses risks if they develop their own AI solutions.

Rapid AI advancements require Connectly to continuously innovate to stay competitive.

Differentiation

Connectly.ai automates sales and marketing for e-commerce with AI-powered Sofia AI platform.

The platform integrates seamlessly with Shopify and Vtex, enhancing user experience and sales.

Connectly.ai supports over 20 languages, including local slang, for personalized customer interactions.

Upsides

Connectly.ai raised $20 million in Series B funding led by Alibaba in 2023.

The platform's AI-driven personalization boosts conversion rates and customer satisfaction.

Connectly.ai's multilingual support enhances global customer engagement and market reach.

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