Service Desk Associate
Provide first level support on all IT-related issues or requests reported to the Service Desk by end users via the following contact methods : Phone, Online Ticket, Email, Chat (Skype for Business), Walk-in (Manila).
Achieve targets of assigned goals such as Telephony or ININ SLAs, Resolution Time SLA Adherence, Quality Audits, Escalation and Feedback, Attendance.
Provide First level support on all IT-related issues or requests reported to the Service Desk by end users via the following contact methods : Phone, Online Ticket, Email, Chat (Skype for Business), Walk-in (Manila).
Help out on and / or perform Desktop Support type of work when needed (i.e. local IT is out for the day, immediate assistance is needed and local IT person is engaged on another task).
Manage / perform administration type of work, such as but not limited to account creation, modification and deletion; access provisioning; security management.
Active role in Access Cleanup for resigned / inactive employees
Remove access for applications / tools that are managed by the Service Desk
Coordinate with Support Groups (via Service Now) on removal of access that are not managed by the Service Desk
Coordinate with non-IT Groups (via email or Lync) on removal of access that are not managed by the Service Desk
Active role in High Severity Handling Process as per defined Veyance process (i.e. SAP High Severity Issue Handling)
Participate on Continuous Improvement related tasks or activities such as but not limited to :
Create KB articles for new information or troubleshooting
Update or remove outdated KB articles
Conduct training for the Service Desk teams on assigned topics or processes
Communicate new information or troubleshooting steps with the rest of the Service Desk (after validation).
Pro-actively identify process or troubleshooting gaps, communicate gaps to the concerned individuals or groups and provide recommendation on how to address gaps.
Participate on :
Projects or other IT-related activities / initiatives as requested by the IT Service Delivery Manager, Project Managers or Application / Process Owners.
Other Ad-Hoc tasks that are of relevance and importance to VSource Manila, the Service Desk Team or the IT organization in general.
Experienced in the use of Active Directory
Knowledgeable with the features of and experienced with supporting Office 365 including Administration
Experienced in the support of PC Hardware and Software, Infrastructure (Networking and Server) issues
Knowledgeable with ITIL Concept
Experienced in the use of ITSM Tools such Service Now, HP Service Manager, LANDesk
Customer Service Skills
Effective English Communication skills, both written and oral
Experienced in collaborating with other parties and actively participating in and contributing to local and global projects
Bachelor's degree holder in IT and Engineering; considerations may give to non-IT Degree holders, those who attended college up to 4th or 5th year but did not graduate provided they have extensive years of work experience in the field of IT, preferably in Service Desk.
Preferably ITIL V3 Foundations certified
Other IT certifications (e.g. MCSP) is desired but not required
1-3 years of Service Desk work experience, preferably in a Shared Services organization or an IT Outsourcing Company that supports a global customer base.
Must be fluent in both written and oral English.
Strong effective customer service orientation
Appreciation and understanding of service operation and service delivery concepts.
Familiar with ITIL Processes such as Incident Management, Change Management, Knowledge Management
Familiar with Quality Assurance processes
Experience working in a multi-cultural set up is highly desirable.
BIG SIX CAPABILITIES
1.Entrepreneurship Customer Orientation
2.Entrepreneurship Quality Orientation
3.Execution Problem Solving
4.Execution Delivering Result
6.Learning Handling Feedback