Service Desk and Incident Management Administrator
Home Credit Philippines
Quezon City, Philippines
26d ago

As part of our growth, your tasks will be :

  • Receives, responds, handles or resolves requests for support / investigation in-line with the agreed procedures.
  • Manage (tracking & maintaining) Security SLA compliance monitoring and preparing / sending of weekly, monthly, and annual standard reports.
  • Tracking job progress against pre-determined KPI’s and follows-up on the cases that are still on job progress and close out : Communication correspondence such as emails and telephone messages / calls are followed up or completed as required.
  • Consistent updating of asset, case, and incident reports history with works record sheets, ensuring data is maintained correctly and completed in line with company procedures.
  • Uploading and safe-keeping of asset information as held in the helpdesk database / storage
  • Monitor progress of cases regularly in order to meet deadlines.
  • Ensure that reports generated and results of data analysis are communicated properly.
  • Support and closely collaborate with teams / department on the day-to-day management of Security operations and activities.
  • Perform other data management activities through the usage database and statistical tools, software and methods.
  • Recommend solutions (through knowledge in programming) for process improvement and promote automation awareness by reducing (if not eliminating) manual task.
  • Liaise with other teams / departments to understand Process / Business reporting needs.
  • Develop quality ad hoc reports and analyses with minimal supervision.
  • Ensure protection and maintain confidentiality of SOS operations, staff / agents and report.
  • Perform all other tasks as directed by the Security Team Leader / Manager, SOS and / or Head of Security.
  • You know you are the perfect fit if you have / are :

  • Bachelor’s Degree in Computer Science, Information Security Management, or any IT related courses, Engineering, or any related field / equivalent degree
  • At least 1 year related work experience in the field of administering data base and in-depth analysis of the data (forecasting, auditing, computing percentage error, etc.
  • that may include programming and presentations.

  • Knowledge in creating and maintaining database information using SQL and SAS.
  • Must have intermediate to advanced experience in when it comes to MS Excel, SQL, MS Access or other database tool.
  • Knowledgeable in Macro Programming / MS Excel VBA,C#, Virtual Studio (min. 2013)
  • BPO Workforce Management experience is an advantage.
  • Proficiency in MS Office applications particularly Word, Excel and Power point.
  • Can comply with typing speed requirement (who can enter between 60 and 80wpm) with most attentive accuracy
  • Good presentation and communication skills.
  • Skill in multi-tasking and time management, attention to details, common sense, and reasoning ability.
  • Able to learn many different internal systems quickly.
  • Flexibility and able to work well under pressure, both independently and as a team while maintaining accountability for one’s own body of work.
  • Able to think proactively and come up with solutions and ideas.
  • Good management, organization, analytical, and planning skills.
  • Strong ability to undertake daily hard work and manage multiple priorities.
  • Self-disciplined with a strong ability to set and follow priorities without micro-supervision
  • Must possess the ability to conduct research via internet and varied sources & basic understanding of social media (Facebook, Twitter, etc.)
  • Pleasant, clear telephone voice with good typing skills.
  • Must possess good judgment, analytical, and communication skills.
  • Results oriented and values service excellence, team player and with high level of personal and professional integrity.
  • Apply
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