Senior Service Desk Analyst

Time Type: Full time

Worker Type: Employee

Acts as the routine contact point receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development standards and applies these to track monitor report resolve or escalate issues. Contributes to creation of support documentation.

Primary Responsibilities Acts as technical escalation for Service Desk Analysts for any issue prior to being escalated to L2 to ensure proper technical resolution was done and proper process followedConducts trend analysis on most common issues escalated and propose & implement ways to improve SLAsHandling of Incidents or Requests in alignment with QBE IT processes and procedures individually if required transferred from policy/proceduresAssists in the development and improvement of QBE problem and incident management processes and proceduresResearches and documents technical solutions using all available resources to update KBs which may require coordination with other resolver groups (both internal and external to QBE)Identifies and documents improvements to technical resolution processesAssists in review of new scope being given to the GSD on technical and process feasibilityProvides guidance and expertise for issues within existing processes and proceduresAides SDAs to ensure all tickets handled are up-to-date and in progress towards resolutionAddresses customer escalations on technical and process-related concernsAssists in creation and maintenance of capability level measurements for GSDAnalysis of escalation trends and provide insights to improve trainingProvides insights to team direction for improvementConducts trend analysis on raised issues and proposes and implements ways to improve issue preventionProvides technical expertise and mentoring to Service Desk Analyst based on scorecard results and escalationsProvides technical training to new hiresActs as Officer-in-charge when team leader is unavailableEstablish rapport and collaborative team environment with menteesProvides input to performance management processCoordinates and supervises routine day-today workWilling to work at Cebu Business Park Ayala Cebu City or Bonifacio Global City Taguig City ManilaWilling to work on shifting and flexible schedule PH holiday weekends to meet business/operational requirements Required Education Bachelors Degree or equivalent combination of education and work experience Required Experience 2 years relevant experience Preferred Competencies/Skills Outstanding analysis & problems solving skills and the ability to quickly respond to high volume help desk requests in a customer-centric environment that includes basic knowledge on MS Office applications like ExcelExcellent communication skills both written and verbal - fluent in EnglishGood IT technical skills and detailed understanding of the support centre/help desk to troubleshoot IT problems over the phoneAbility to work effectively across all areas of IT to ensure quality service delivery for the clientsHas professional and mature attitudeWorks well with others and reinforces teamworkDisplays positive attitude to customer and to the teamAble to coach effectively Preferred Experience 2 years prior IT help desk / service desk experience is requiredPrior experience in an ITIL based environment an advantageExperience with remote control technologies and IT Service Management/Ticket toolsets in a multi-vendor environmentExperience with Microsoft Active Directory Active Roles Citrix & a basic understanding of TCP/IP DHCP DNS & Networking conceptsSound experience with O365/Exchange/Lync Support tasks & troubleshooting is preferred but not requiredSound experience supporting peripheral device issues e.g. printers & mobile devices Preferred Licenses/Certifications ITIL V3 Foundation Training or CertificationBachelors Degree preferably in the field of Information Technology or EngineeringCandidates must achieve a minimum 9 John Clements English language proficiency score Preferred Knowledge Fundamental knowledge of Windows Operating Systems (Vista 78.1)Advanced knowledge of IT support service activities and processes QBE Cultural DNA Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) because we know its not just what we do that matters its how we do it that makes the difference. We expect all employees to role model and inspire the right behaviours that link to our cultural elements:-We are customer-focused-We are technical experts-We are inclusive-We are fast-paced-We are courageous-We are accountable-We are a teamAll employees are expected to adhere to QBEs Code of Ethics and Conduct and apply sound risk management practices US Only - Travel Frequency Infrequent (approximately 1-4 trips annually) US Only - Physical Demands General office jobs: Work is generally performed in an office environment in which there is not substantial exposure to adverse environmental conditions. Must have the ability to remain in a stationary position for extended periods of time. Must be able to operate basic office equipment including telephone headset and computer. Incumbent must be able to lift basic office equipment up to 20 lbs. US Only - Disclaimer To successfully perform this job the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities. Job Type Individual Contributor Australia/New Zealand Only - Advice/Non-Advice Non-Advice: This role is not authorised to provide financial product advice to retail customers in respect of General Insurance products. Financial product advice means a statement or recommendation made to a retail customer with the intention of influencing their decision in considering a general insurance product. Global Disclaimer The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employees normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company to each other and to our customers suppliers communities and governments. It provides clear guidance to help us to make good judgement calls.

Skills:

Adaptability Analytical Thinking Case Management Communication Critical Thinking Customer Service Customer Value Management Help Desk Support Information Technology (IT) Support Intentional collaboration IT Service Management (ITSM) Managing performance Risk Management Stakeholder Management Technical Support

How to Apply:

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Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.