Senior Service Desk Analyst

Benefits

Additional Information

Primary Details 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 followed -Conducts trend analysis on most common issues escalated and propose & implement ways to improve SLAs -Handling of Incidents or Requests in alignment with QBE IT processes and procedures individually if required - transferred from policy/procedures -Assists in the development and improvement of QBE problem and incident management processes and procedures -Researches 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 processes -Assists in review of new scope being given to the GSD on technical and process feasibility -Provides guidance and expertise for issues within existing processes and procedures -Aides SDAs to ensure all tickets handled are up-to-date and in progress towards resolution -Addresses customer escalations on technical and process-related concerns -Assists in creation and maintenance of capability level measurements for GSD -Analysis of escalation trends and provide insights to improve training -Provides insights to team direction for improvement -Conducts trend analysis on raised issues and proposes and implements ways to improve issue prevention -Provides technical expertise and mentoring to Service Desk Analyst based on scorecard results and escalations -Provides technical training to new hires -Acts as Officer-in-charge when team leader is unavailable -Establish rapport and collaborative team environment with mentees -Provides input to performance management process -Coordinates and supervises routine day-today work -Willing to work at Cebu Business Park, Ayala, Cebu City or Bonifacio Global City, Taguig City, Manila -Willing to work on shifting and flexible schedule, PH holiday, weekends to meet business/operational requirements Required Education - Bachelor's 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 Excel -Excellent communication skills, both written and verbal - fluent in English -Good IT technical skills and detailed understanding of the support centre/help desk process. -Ability to troubleshoot IT problems over the phone -Ability to work effectively across all areas of IT to ensure quality service delivery for the clients -Has professional and mature attitude -Works well with others and reinforces teamwork -Displays positive attitude to customer and to the team -Able to coach effectively Preferred Experience - 2 years prior IT help desk / service desk experience is required -Prior experience in an ITIL based environment an advantage -Experience with remote control technologies and IT Service Management/Ticket toolsets in a multi-vendor environment -Experience with Microsoft Active Directory, Active Roles, Citrix & a basic understanding of TCP/IP, DHCP, DNS & Networking concepts -Sound experience with O365/Exchange/Lync Support tasks & troubleshooting is preferred but not required -Sound experience supporting peripheral device issues e.g. printers & mobile devices Preferred Licenses/Certifications - ITIL V3 Foundation Training or Certification -Bachelor's Degree preferably in the field of Information Technology or Engineering -Candidates must achieve a minimum 9+ John Clements English language proficiency score Preferred Knowledge - Fundamental knowledge of Windows Operating Systems (Vista, 7,8.1) -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 it's not just what we do that matters, it's 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 QBE's