Perform problem and Level 1 incident management activities, including analysing, documenting, and managing incidents from various customer communication channels.
Provide excellent customer service through daily interactions.
Take ownership and responsibility for resolving issues.
Troubleshoot end-user issues on software applications, hardware, network, telecommunication systems, and remote desktop support.
Assist in developing and maintaining problem and incident management processes and procedures.
Manage Incidents or Requests following IT processes and procedures.
Willing to work on shifting schedules, including holidays and weekends, to meet operational requirements.
Continuously evaluate operational risks and improvement opportunities, applying sound judgment to assess impacts and taking timely actions to prevent risks by integrating risk thinking into daily decisions and delivery behaviours against plans by agreed dates.
Work Experience:
Preferred Work Experience includes:
Experience in an ITIL based environment is advantageous.
Prior IT Help desk/Service Desk experience is required.
Requirements
Necessary Qualifications include:
Tertiary Degree or equivalent combination of education and work experience.
Preferred Qualifications include:
IT or engineering qualification.
Global Disclaimer:
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.
US Only: Travel frequency:
Infrequent (approximately 1-4 trips annually)
US Only: Physical demands:
How to Apply:
To submit your application, click "Apply" and follow the step by step process.
Equal Employment Opportunity:
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.
Benefits
Remote work options
Additional Information
Primary Details
Time Type: Full time
Worker Type: Employee
The purpose of this role is to deliver exceptional customer service and technical support to both internal and external users globally through various communication channels. This includes handling IT Service Desk activities such as incident and service request management in accordance with IT policies and procedures.
Qbe · Phi - Manila