Associate Support Analyst
Manulife Financial Corporation
Quezon City, PH
21h ago

Job Description :

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Key Accountabilities :

  • Incident queues will be monitored by Manila analyst, assigning to the appropriate analyst promptly for handling each ticket.
  • Queue should not be left unattended.

  • Any ticket not in the resolved state must be followed up on as indicated in the Three Strike Rule client not contacting us back SharePoint Document.
  • All communication that takes place concerning a ticket must be included in the activity log of the ticket.
  • Tickets that have emails going back and forth to get clarification what the problem is should be limited to two emails sent from us for clarification before the Client is called to get clarification rather than sending a third email.
  • If it is unclear or unfamiliar who the ticket should be assigned to, the ticket will be sent first to the Manila Team Lead and then to the Canadian Focal for further assistance with the steps taken so far outlined.
  • Any tickets that come in that could indicate a potential Priority 1 or 2 must be escalated immediately to the GAM Canadian Focal.
  • Adhere to operational service targets and ensure a high level of service is maintained; ensure that service level agreement (SLA) is met or exceeded and conform to company policies.
  • Coverage for Lotus Notes Password Resets will be 24 hours a day, 5 days a week coverage and the Lotus Notes
  • Password Reset tickets will be picked up and resolved within 15 minutes of receiving the ticket.

  • Change management ticket queue will be reviewed twice a day, once in the morning by 11 AM EST and once in the afternoon by 3 PM EST and assigned out to the appropriate Canadian analyst at that time.
  • Generate Information Security Reports to support business unit requirements such as daily, weekly, monthly reports, peer review extraction, analyzing met / unmet SLA and etc.
  • Conform with the Standards and Policies as outlined by Centre of Excellence.
  • Ensures that end-user requirements are understood and meet.
  • Other Job Functions :
  • Other Duties and Responsibilities assigned by the immediate manager.
  • Minimum Skills Requirement to Hire :

    The candidate :

  • Bachelor's degree in any Information Technology or Computer Science related courses
  • Excellent English communications skills both oral and written
  • Proficient in PC / Network troubleshooting and in MS Office Suite
  • Solid decision making and problem solving skills
  • Strong organizational skills with emphasis on details and follow up
  • Flexible to changes in work assignments and excellent attendance record
  • Ability to communicate effectively across all levels in the organization
  • Technical Skills :

  • Knowledgeable in Windows / NT Server Environment and Active Directory
  • Knowledgeable in Mainframe
  • Experience in supporting Lotus Notes and MS Exchange will be an advantage
  • Strong working knowledge in Windows environment
  • Local Area Network and Access Control List
  • Soft skills :

  • Excellent comprehension, analytical and decision-making skills
  • Keen attention to detail
  • Good communication skills (oral and written)
  • Knowledge on MS Excel Formulas, Charts and Functions
  • Apply
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