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NTT DATA
"BPO Call Center Analyst "
BPO Call Center Analyst at NTT DATA, Quezon City. Provide advanced technical support using ServiceNow ITSM tools. Manage incidents, SLA, knowledge base. Requires 2-4 yrs experience, ITSM expertise, troubleshooting skills.
Consulting
Entry Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
IT Service Management
Incident Management
Knowledge Management
Problem Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
December 9, 2025
Key Responsibilities: Advanced Technical Support, Knowledge Management, Incident & SLA Management, Quality Assurance & Coaching, Collaboration & Stakeholder Coordination, Reporting & Analysis. Required Qualifications: 2-4 years of experience in technical support, service desk, or IT helpdesk roles, Strong understanding of ITSM processes, Familiarity with ITSM tools like ServiceNow, Remedy, Jira Service Desk, etc.
Requirements
- 2-4 years of experience in technical support, service desk, or IT helpdesk roles
- Strong understanding of ITSM processes (Incident, Request, Problem Management)
- Familiarity with ITSM tools like ServiceNow, Remedy, Jira Service Desk, etc.
- Basic knowledge of troubleshooting Windows, networking, applications, VPN, and hardware
- Excellent communication and customer-service skills
Requirements Summary
2-4 years of experience in technical support, service desk, or IT helpdesk roles, Strong understanding of ITSM processes, Familiarity with ITSM tools like ServiceNow, Remedy, Jira Service Desk, etc
