Senior Service Desk Analyst (Cebu)
Work Setup: Remote but candidate must be located in Cebu, occasionally visit to Cebu office as needed
Work Shift: Shifting schedule
Department: Managed Service Delivery - Service DeskLine of Business: Services
KEY RESPONSIBILITIES
Key Responsibilities
- 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.
- 1-2 year experience in a Service Desk, Help Desk, Call Centre or related program
- An understanding of ITIL & Service Level Agreements is 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.
- 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.
Key Qualifications, Certifications & Training
Qualifications- Relevant Tertiary or Diploma qualifications and industry certifications are desirable.
- ITIL v4 certification highly desirable.
- Lean Six Sigma highly desirable.
