It Helpdesk With Salesforce And Sap Background

Title: Helpdesk Analyst
Job Grade: PT3
Department: Information Technology - Global Service Desk
Hours of Operations: Shifting, Weekends, Holidays, OT
Reporting Manager: Service Desk Manager or anyone assigned by the company
Location: Quezon City, Philippines
Position Summary:

To provide functional application support to the CRM application by providing support to engineers and users from the Customer Service department. Including Incident Management, Service requests, training support, documentation and other maintenance activities as required.
Roles and Responsibilities
• Ability to engage with clients and understand their requirements and issues.
• Investigation and resolution of support issues.
• Responding to and resolving functional support queries within agreed time limits.
• Problem analysis, investigation work and following instructions to repair a fault.
• Classification, management and escalation of support issues.
• To carry out other support duties that may be required.
• To attend training to develop appropriate knowledge and skills.
Desirable Skills, Qualifications and Experience
• Hold a degree, preferably in Computer Science or Information Systems or have equivalent relevant work experience.
• 1-3 years of experience of working in application support (SAP®, Salesforce™) and using ServiceNow™ as ITSM tool.
• Ability to communicate effectively with partners in IT and in customer service organizations
• Ability to work in a globally distributed team environment, liaising with on-site teams and customers
• ITIL foundation certified or experienced working in an ITIL environment
• Flexibility in working hours
• Excellent English written and verbal communication skills.