IT Support Engineer
Taguig City, PH
1d ago


Works with a small team of Help Desk Analysts to cover 24X7 situational support for all 15,000+ Infor professionals located in 200+ offices worldwide.

Support needs to be provided on a variety of unrelated requests received via email. Requires proper questioning to fully understand the situation, familiarity with available tools / content to determine the most efficient and quickest way for the employee to get an answer.

The Situation Analyst will rarely be able to answer the employees’ questions, but his / her responsibility is to know where the employee has to go to get the answer.

The Situation Analyst will be given a modest knowledge base at the start of this program, and will be responsible for maturing it as exposure to new questions are posed and resources / solutions are identified.

The Situation Analyst will be required to document all inquiries into a tracking system for reporting purposes.


  • Carry out the day to day operations with minimal or no supervision.
  • Adhere to the established processes / procedures to ensure and add value to the situation desk function
  • Analyze the incoming service requests and provide guidance and direction quickly
  • Identify high priority critical issues and escalate as provided in an Escalation Process’
  • Provide quality customer service to every employee
  • Demonstrate a thorough knowledge of all aspects of department operation and systems
  • Adhere to Company policies as defined
  • Work in a team environment with co-workers to research employee situations and find solutions
  • Manage workload effectively and provide accurate accounting of work and time allocation
  • May have additional responsibilities

  • Be flexible to provide support to customers after hours or on weekends as and when needed
  • Must be able to work Flexible shifts
  • Handle special projects with no degradation of ongoing assignments and responsibilities.
  • Accept assignments with open, cooperative, positive and team-oriented attitudes.

    Minimum Qualifications

  • Bachelor’s degree in any field (preferred in Information Technology)
  • Two plus years of work experience in Business Process Outsourcing as customer support or back office representative
  • Exposure to incident management process and customer facing roles
  • Previous computer knowledge and software tools : Windows 7 / XP, MS Office, Collaboration and Messaging Tools
  • Excellent verbal and written communication skills
  • Call control as appropriate for an internal corporate IT helpdesk and probing skills as relevant to the issue and level of the caller
  • Solid analytical skills; excellent troubleshooting, listening and problem-solving skills
  • Attention to detail, organization skills, multi-tasking required
  • Preferred Qualifications

  • ITIL (Information Technology Infrastructure Library) Foundation Certification
  • Awareness of IT Internal Controls, SOX compliancy etc.
  • Exposure to any ITSM ticketing systems like ITSM, Service Center, BMC, Unicenter etc.

  • Ambient workspace availability at home
  • High speed broadband connection with sufficient backup
  • Apply
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