Helpdesk Analyst

Digital Services Cambridge Limited
2F New Solid Bldg., 357 Sen. Gil J. Puyat Avenue, Makati, Metro Manila
Job Overview:
  • To log, track and provide first line support for queries, technical and non-technical, arriving into Cambridge English Language Assessment from its global customer base. To engage with customers in a friendly and customer focused manner whilst providing a world class level of service.
  • To provide effective and efficient customer service for all enquiries arriving into the Helpdesk, via telephone, email, web-chat and websites. This includes first-line troubleshooting for customer facing IT systems and websites.
  • To ensure that all queries and support calls are logged, tracked and customers are kept informed as to progress and resolution.
  • To identify complaints and potential complaints received by Cambridge English Language Assessment, and ensure that they are correctly recorded and brought to the attention of the appropriate complaint owner.
Job Qualifications:
  • Educated to A-level standard (or above) or equivalent qualification (Senior High School/Grade 12).
  • Recognized English language qualification at level C1 or higher on the Common European Framework
  • Desirable: A customer service qualification
  • Previous experience within a Customer Services role, ideally within a Helpdesk environment.
  • Desirable: Experience of using CRM/Call Logging software
Desired Skills:
  • A good awareness of the use of modern web sites with the ability to guide users and diagnose and resolve 1st line support issues.
  • Excellent communication skills in English, both written and verbal. Ability to liaise with internal and external customers at all levels.
  • Excellent organizational skills to maintain effective management of a range of complex tasks and functions.

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Digital Services Cambridge Limited

We are deeply rooted in the brand identity of Cambridge University Press UK, the oldest publishing house in the world and the oldest university press. It is also the publishing business of the University of Cambridge, one of the world’s leading universities and research institutions.

The Manila office was set up in 2003 when the Press decided to partly maintain its IT systems offshore. It was an attempt to provide a direction towards a new way of developing, implementing, and achieving software processes at a reasonable cost without compromising the brand’s character.

In 2012, the Manila office began to function as Regional Operating Headquarters (ROHQ). Through its new business identity the Manila office may now generate income by performing qualified services for the Press’s affiliates, subsidiaries, or branches globally.
And in 2014, Cambridge English Language Assessment (CELA) became one of our partners. It is the world’s largest provider of English language curriculums and qualifications for young learners and adults. It is also one of the international examination boards managed by Cambridge Assessment.

Today, the Manila office has grown to 300 plus personnel with expertise in the fields of Information Technology, Digital Publishing, and Customer Services. For thirteen years the Manila office has remarkably made exceptional service and technological contribution to the fulfilment of the Press’s goals and objectives. Currently, the organisation is making initiatives to developing new technological solutions and service innovations to meet the growing needs of our partners within the Cambridge community. Cambridge University Press and Cambridge Assessment are continually making investments to achieve their desired products and services that would enable current and future customers develop better online experience.

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