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Jan K. — Junior Service Desk Analyst from Philippines

Jan K.

Junior Service Desk Analyst

Philippines 3-6 years
Open to offersNew to Platform
Languages
English
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About

Jan K. is a results-driven Service Desk Analyst with a track record in supporting insurance and retail environments. He possesses expertise in incident management, adeptly handling both hardware and software troubleshooting, and delivering efficient end-user support across enterprise systems. At CGI Philippines, Jan managed and resolved incidents using the ServiceNow ticketing system, provided remote support through Remote Desktop and Cisco AnyConnect, and administered user accounts via Active Directory. He also supported Microsoft 365 applications, configured Intune-managed mobile devices, and maintained retail operations systems. Previously, as a Customer Service Representative at Concentrix, he managed travel reservations and provided customer service via softphone platforms. His strong skills in ServiceNow, Active Directory, Microsoft 365, and Intune Mobile Device Management are complemented by his commitment to high customer satisfaction. Jan holds a Bachelor of Secondary Education, majoring in Mathematics, from the Polytechnic University of the Philippines.

Experience

  • Service Desk Analyst

    CGI Philippines · 2024 — 2026
    Utilized the ServiceNow (SNOW) ticketing system to manage and resolve incidents. Provided remote technical support through Remote Desktop and Cisco AnyConnect. Administered user accounts and access via Active Directory while supporting Microsoft 365 applications and various enterprise systems. Configured and deployed mobile devices managed by Intune. Executed troubleshooting for POS hardware, pin pads, printers, desktops, and laptops, and performed Start of Day (SOD) and End of Day (EOD) procedures for retail operations. Processed invoice verification using SODA and MMS systems, and assisted with Zebra smartphone telephony systems, ensuring high customer satisfaction through effective issue resolution.

  • Customer Service Representative (Travel Account)

    Concentrix · 2022 — 2024
    Managed travel reservations using EZR and Navigator systems. Assisted customers through inbound calls via a softphone platform, delivering high-quality service in line with performance metrics. Efficiently resolved booking issues, modifications, and customer inquiries.

Education

  • Bachelor of Secondary Education, Major in Mathematics
    Polytechnic University of the Philippines · 2012 — 2016