Senior Service Desk Analyst
Job Location:
Makati City - Philippines
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
To provide key customer contact and communication functions enabling the team to achieve agreed service levels and to contribute to the creation and maintenance of a positive working environment that encourages the exchange and development of knowledge and skills.
Services - Managed Service Delivery - Service Desk
- Monitor telephone queues & answer calls within stated guidelines.
- Identify the urgency and impact of Requests / Incidents and adhere to set processes.
- Take ownership of any Major Incident (MI) and provide timely updates to stakeholders.
- Coordinate and Liaise with internal and external stakeholder.
- Record and provide meaningful relevant timely and accurate updates in the Enterprise Toolset.
- Provide escalation support for Service Desk Analysts through Queue Management Knowledge Review and Quality Assurance.
- Provide resolution over the phone through investigation and diagnosis using remote system management tools.
- Assist the Service Desk Team Leader in the adaptation of new changed and improved processes.
- Participate in the transition of new client within the Data#3 portfolio.
- Understand and adhere to set Key Performance Indicators.
- Ensure that customer service levels are achieved or exceeded.
- Actively pursue Continuous Improvement Initiatives to improve the overall performance of the Service Desk.
- Take on any additional duties as requested by your manager in line with Business Unit objectives.
As part of your position in addition to (c) above you:
- may be required to perform your duties off-site including at customer vendor/partner and supplier sites which require as a condition of entry you to hold a National Police Certificate;
- may be responsible for accessing internal and third party computer systems containing highly sensitive confidential corporate and personal information;
- may be engaged in capacities that require Data#3 to have the highest degree of confidence that you will perform your duties with a high level of honesty and integrity.
- 1 year experience in a Service Desk Call Centre or related graduate program is desirable.
- An understanding of ITIL & Service Level Agreements is desirable.
- Experience with technologies desirable:
- Intermediate knowledge and experience with Microsoft Office suite including Microsoft Outlook.
- Intermediate Windows 10 troubleshooting experience.
- Intermediate PC Hardware troubleshooting.
- A fundamental understanding of Active Directory Exchange skills highly desirable.
- Service-Now or similar ITSM Ticket Logging systems.
- Intermediate knowledge and experience with Microsoft Office suite including Microsoft Outlook.
- Strong verbal & written English communication skills.
- Effective time management & trouble shooting skills.
- Highly developed customer service skills.
- Proven ability to work within deadlines with minimum supervision.
- Flexible approach to work and work hours.
- Ability to deal with busy high-pressured situations.
- Ability to mentor and support Service Desk Analysts on a technical and process level.
- Ability to identify and document knowledge gaps.
- Relevant Tertiary or Diploma qualifications and industry certifications are desirable.
- ITIL v4 certification highly desirable.
- Lean Six Sigma highly desirable.
Required Skills:
Requirements Completed post-secondary education preferred Minimum 2 years business experience in IT related industry High level of commitment to exceptional customer service Able to problem solve and take ownership of issues and drive to resolution Works well under pressure and can re-prioritize as needed High level of attention to detail Microsoft Licensing knowledge is an asset Proficient in MS Office tools Outlook Excel PowerPoint Word TEAMS Working knowledge of SFDC and SAP would be an asset
