Title:                     IT Global Service Desk Analyst

Job Grade:            PT2 (Analyst)

Department:        Information Technology - Global Service Desk

Location:               Quezon City, Philippines

Requirements & Qualifications

Must possess at least Bachelor's/College Degree, BSIT, BSCS, MIS or similar program or substantial equivalent experience
Experience in working in a Service Desk environment or a Technical account is desirable.
ITIL (but not required) or an equivalent combination of education and experience
Excellent written and oral English communication skills.
Excellent customer handling skills.
Amenable to work on 24/7 shifting schedule, holidays, weekends and rest days
Amenable to the current location of the company.

Skills

Goal oriented attitude towards work, achieving the targets that are set to measure excellence towards success.
Capability to adapt and comply with changes.
Demonstrate good intrapersonal skills building good relationship with the members of the team.
Capability to execute logical and rational decisions that is needed to address issues and situations that needs urgent attention and intervention.
Demonstrated ability to work in a fast-pace environment.
Demonstrated ability to communicate within all levels of an organization with proficiency and professionalism.
Demonstrated ability to identify, analyze and evaluate information and to communicate accurately and timely updates to the organization with solid focus on detail, as required
Customer centric focus with every engagement coming from the end users.
Ability to address escalations, handle it with proficiency by means of acknowledging the concern, diffusing dissatisfaction and setting customer expectations.
Ability to work on a shifting schedule/s with excellent reliability.
Excellent English writing, speaking and communication skills

Preferred:

Familiarity with ITIL, Certification is a plus.
SME level working on a Service Desk or Technical support environment.
Knowledge of IT Service Desk ticketing tool (Symphony Summit, Spiceworks, JIRA, Fusion, Service Now, etc.)

Roles and Responsibilities

Call Handling
Answer incoming calls following the standard operating procedure set for the team.
Observe and comply with the quality guidelines that was set to ensure standardization of the call practices of the team.
Ensure customer satisfaction from the end users? engagement with the team.
Provide resolution to the end users concern by means of troubleshooting incidents or fulfilling the services that are required by the end users within the call.
Create ticket to for documentation of the call capturing all of the details that happened within the call.
Escalate / Triage ticket/s to the correct workgroup for resolution in case the issue is not resolvable within the group.
Set the ticket to "resolved" for issues or request that was fulfilled within the team.

Ticket Handling
Accepts the incoming ticket from the ITSM tool (Symphony Summit) and process the ticket following the standard operating procedure of the team.
Utilize approved standardized ticket handling templates for
Observe and comply with the quality guidelines that was set to ensure standardization of the ticket handling of the team.
Ensure that queues are attended, monitoring new tickets and accepting them immediately for processing / triaging.
Validation and Triaging of ticket approval/s for Service Request/s tickets to ensure that approvals are fulfilled prior to fulfilling the request
Provide resolution to the end users concern by means of troubleshooting incidents or fulfilling the services that are required by the end users within the ticket.
Document action taken within the ticket/s that was handled for resolution or fulfillment.
Assign / Triage the ticket to the correct workgroup for resolution in case the issue cannot be resolved or fulfilled within the group.
Set the ticket to "resolved" for issues or request that was fulfilled within the team.
Complete all trackers that are needed to be filled out for documentation of the different tickets that the team if fulfilling.

E-Mail Handling
Answer incoming E-Mails following the standard operating procedure set for the team.
Read and comprehend the contents of the E-Mail or E-Mail thread and perform any necessary actions that are needed from the team.
Create a ticket for any incident or request that was delivered through the mailbox. Ensure that all necessary information was captured within the ticket.
Provide resolution to the end users concern by means of troubleshooting incidents or fulfilling the services that are required by the end users within the E-Mail.
Escalate / Triage ticket/s to the correct workgroup for resolution in case the issue is not resolvable within the group.
Set the ticket to "resolved" for issues or request that was fulfilled within the team.
Reply to the E-Mail / E-Mail thread with the actions that was taken on our end to ensure that the end users are informed.
In case of E-Mail follow ups, team member/s should be able to provide the update regarding the status of the concern that the end user is raising. Team member should also update the ticket with the request for follow up coming from the end user.
Process Ad-Hoc tasks that are facilitated via E-Mail, such examples are account deactivation for US etc.