Associate Support Analyst
Quezon City, PH
1d ago

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.

Job Description

Individual Accountabilities :

  • Responsible for seamless functioning of technology and applications for the benefit of internal and external users
  • Provide first level of support from in-house software to hardware, such as laptops, desktops, printers, mobile devices (e.
  • g. iPhones, iPad, and Windows 10 Pro).

  • Ensure service calls from customers are addressed accurately and in a timely fashion, with emphasis on customer care.
  • Resolves first level technical issues and log tickets into Service Desk ticket tracking system called Service Now.
  • Ensure that the North American Service Desk Mailbox and work queues are routinely monitored and that all inquiries and requests are actioned in line with the Service Desk Operational Performance Targets.
  • Escalate complex incidents to second level support as directed by the process and procedures.
  • Participate in writing support documentation to assist analysts with requests for information and provide training if required.
  • This includes participating in developing and maintaining a checklist for common technical issues.

  • Reset network or application passwords according to the End User Support policy.
  • Issue company service bulletins regarding software and hardware outages (also known as Priority 2 issues).
  • Assist in reviewing Service Desk calls and tickets and report to management any inefficiency in process to ensure quality service is provided to end-users.
  • Work on special projects or duties related to Service Desk as assigned or requested.
  • Work together in a small team with a common purpose, follows rules from Senior staff and leaders as mandated by the company.
  • Job Requirements :

  • Bachelor’s degree in any course (Computer related course is a plus.)
  • Knowledge of Microsoft Office Suite, Lotus Notes, Active Directory and a variety of other Service Desk related applications.
  • Technical service experience and strong customer service orientation (At least 2 years’ experience in Customer Service / Technical Support is a plus.)
  • Experience in support of a dynamic Service Desk environment covering desktop and application troubleshooting is preferred.
  • Good verbal and written communication in English; able to effectively articulate technical vision, possibilities, and outcomes
  • Strong time management and multi-tasking skills
  • Strong analytical and problem-solving skills
  • Strong organizational skills with emphasis on detail and follow-up
  • Excellent Attendance Record
  • Ability to work in a rotating schedule
  • Ability to work in minimal supervision
  • Average to excellent interpersonal skills
  • Ability to work in a complex and fast-paced work environment
  • Excellent work ethics
  • Great team player
  • Knowledge of Service Now is a plus
  • Service Desk Analyst Certification is a plus
  • An ITIL qualification is a plus
  • Familiar with :

  • Microsoft Office Suite
  • Windows Administration (Windows 7, 8, 10, XP, Vista)
  • Remote Desktop Support
  • Advanced printer / peripheral device troubleshooting
  • Remote support for handheld smart phones and tablets.
  • If you are ready to unleash your potential, it’s time to start your career with Manulife / John Hancock.

    About Manulife

    Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.

    With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States.

    We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions.

    At the end of 2019, we had more than 35,000 employees, over 98,000 agents, and thousands of distribution partners, serving almost 30 million customers.

    As of March 31, 2020, we had $1.2 trillion (US$0.8 trillion) in assets under management and administration, and in the previous 12 months we made $30.

    4 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 155 years.

    We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

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