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Kayecilyn M. — Mid-Level IT Service Desk Analyst from Philippines

Kayecilyn M.

Mid-Level IT Service Desk Analyst

Philippines 2-3 years
Open to offersNew to Platform
Languages
English
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About

Kayecilyn M. serves as an IT Service Desk Analyst at HCL Technologies Philippines, Inc., supporting the information technology industry from October 2023 to March 2026. Specializing in IT Service Management (ITSM) through ServiceNow, Kayecilyn manages the full ticket lifecycle—opening, logging, prioritizing, assigning, and closing technical requests in a high-volume environment. With expertise in Access Management via OKTA Administration and Active Directory, she collects comprehensive user details and resolves inquiries during initial contact, consistently meeting First Call Resolution targets. Kayecilyn escalates complex technical tickets, provides ongoing status updates via phone, email, or chat, and coordinates with various support teams to resolve misdirected calls, ensuring operational transparency and adherence to escalation protocols. She holds a Bachelor of Science in Computer Engineering from Emilio Aguinaldo College - Cavite.

Experience

  • IT Service Desk Analyst

    HCL Technologies Philippines, Inc. · 2023 — 2026
    Manage the ticketing process from opening to closing, ensuring accurate logging, prioritization, and assignment within the IT Service Desk system. Gather detailed user information during the initial contact to resolve inquiries, consistently achieving First Call Resolution (FCR) targets. Recognize and escalate complex technical issues to the appropriate support teams according to client escalation protocols. Deliver status updates to users via phone, email, or chat, maintaining transparency throughout the resolution process. Reopen or create new tickets for follow-up if initial solutions do not adequately address user needs. Collaborate with colleagues and various support teams to rectify misdirected calls and facilitate cross-functional problem-solving. Perform tasks with minimal oversight, showcasing strong independent decision-making capabilities.

Skills & Expertise

Customer Support

Education

  • Bachelor of Science in Computer Engineering
    Emilio Aguinaldo College - Cavite · 2019 — 2023

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