Technical Support Analyst (1) Manila
19h ago

Responsibilities :

  • Provide first level support through the effective management of all incoming customer calls and emails. This includes, but is not limited to : Gather all pertinent information from customers to ensure a full understanding of the query and / or issue raisedProvide in-depth analysis including resolution & testing where applicableManage all incoming calls and emailsScreen, categorize and prioritize the support mailbox for dispatching and coordinating with 2nd and 3rd level support within SLAs using ITSM software toolsTrack all calls and their statusEscalate and / or redirect queries and / or issues as required to the appropriate internal team(s) and / or vendor(s)Provide timely updates to the customer regarding the status of their queries and / or issuesUpdate systems with applicable information regarding call status and resolution
  • Manage Major Incidents by following major incident management process & communication (customers & internal management)
  • Manage Service Desk tickets following ITIL guidelines as outlined in the Service Desk Call handling procedures or as directed by the Team Lead and / or GOC Manager
  • Provide deeper analysis with some assistance from seniors to solve call tickets without assigning them to GOC Level 2. This to be achieved when the L2 desk is not operational (nights / weekends), when GOC L1 shift is quiet and when the urgency of the reported query is high
  • Provide support to customers regarding the problem-solving processes
  • Update customer data and producing activity reports
  • Create Knowledge Base Articles on high severity or repeatable call tickets
  • Recommend process & procedure modifications or improvements
  • Recommend product modifications or improvements
  • Participate in IT related projects (medium / high profile) under the supervision of the Global Operations Centre Manager
  • Build and maintain relationships with key support teams and assignment groups within CHAMP
  • Grow personal understanding of CHAMP’s portfolio of Products and helpdesk policies, procedures and services
  • Liaise and coordinate with all parties involved in the scheduling of configuration updates and new software deployments
  • Has no discretion to vary from established procedures by performing structured work assignments
  • Uses existing procedures to solve routine or standard problems
  • Knowledge, Skills and Abilities :

  • In depth knowledge of ITIL Service Management
  • Excellent customer service skills
  • Continues to build knowledge of the organisation, processes and customers
  • Uses prescribed guidelines or policies to analyze, troubleshoot and resolve complex issues
  • Receives a moderate level of guidance and direction
  • Strong communication skills (verbal and written)
  • Well-developed time management and project management skills
  • Flexible, dynamic and creative
  • Well established organization, multitasking and prioritization skills
  • Clearly client-oriented with a strong focus on quality and efficiency
  • Ability to adapt 9-hour rotating shift schedule
  • Knowledge of service desk software (ServiceNow, JIRA)
  • Knowledge of air cargo industry an asset
  • Languages : Fluent English (verbal and written); other languages considered an asset
  • Has conceptual knowledge of fundamental theories, principles and practices
  • Advanced skills in MS Office, web-conferencing systems
  • Education and Experience :

  • 3+ years of ITIL Service Desk and / or technical operations support experience
  • Graduate of Bachelors Degree in Computer Science or any other related courses
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