Associate Support Analyst (Japanese)
Quezon City, PH
4d ago

Summary :

Responsible for managing and executing daily service requests for additions, deletions and modifications of user accounts and groups, as well as access privileges for the centrally managed business applications and related security services for Manulife Japan users.

Ensure that the needed approvals and details / information for the requested access is obtained.

  • Serves as the first pass checking of the requests to secure approvals and details are all clear and complete.
  • Create, Modify and Delete accesses for the users in Windows / NT server environment and Active Directory.
  • Appropriately fulfill the approved requests within an agreed scope and time frame.
  • Following the Security Administration process to avoid mistakes and delays in processing.
  • Troubleshoot, manage and maintain security and access privileges for system IDs, directories and access groups.
  • All Rush, Escalated or Immediate handling will be vetted to ensure that we have a valid business reason.
  • Constant communication to the Subject Matter Expert (SME) or Team Lead to ensure the quality of work especially for the complex or bulk requests.
  • 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.
  • Escalate to the next level of support as dictated by process if needed.
  • All deliverable reports will need to be submitted on time to make sure that all requests are monitored effectively.
  • Any additional responsibilities or functions that will be provided by the Enterprise Technology & Services Function and or MBPS Management Team as deemed necessary in the course of the business operations.

    Minimum Skills Requirement to Hire :

    The candidate :

  • Bachelor's degree holder
  • 1 year experience in IT Security Administration is a plus
  • Excellent English communications skills both oral and written
  • Fluent in Nihongo and proficient in Kanji
  • Strong customer service and team orientation aptitude
  • Ability to work independently and manage multiple tasks within a heavy workload environment while meeting service quality and turnaround objectives
  • Proficient in PC troubleshooting and has good working knowledge on MS Excel Formulas, Charts and Functions
  • Good analytical and problem solving skills is a must
  • Strong organizational skills with emphasis on details and follow up
  • Flexible to changes in work assignments and Excellent attendance record
  • Willing to work overtime and on weekend if needed
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