ManilaMain Duties and Responsibilities Maintain the call logging system, by chasing, tracking and monitoring all existing calls within the system to continually maintain SLA agreements to the business. Core to the role the Service Desk Analyst works within an ITSM (IT Service Management) system to log IT related faults and requests of the business. The Analyst is responsible for capturing sufficient information that support teams are able to resolve issues based on the notes taken.
The analyst will also ensure a high level of customer service between the IT department and the business by setting expectations and following up on issues as needed. Strong communication and team work skills must be displayed within this responsibility.
Provide mentoring and support to L1 Service Desk Analysts
The Service Desk Analyst is responsible for being available on the phone, by email and in person for when the business wishes to rise a fault or IT related request. The analyst is expected to respond in a timely fashion and advocate customer requests with other teams within IT.
Developing and maintaining relationships with US IT resources (Technical/Operational/Application) in relation to providing support of all issues. Showing excellent teamwork, US and European IT teams work in a close relationship of joint knowledge and best practices. It is expected of the Analyst to accommodate US requests and processes when needed and to share experiences on knowledge when able.
Provide out of hours support as and when required in line with specific location requirements and work schedules if applicable. On occasion, during production changes or site moves, it is essential the IT team can accommodate this out of hours to keep business impact to a minimum.
To maintain Hardware and software audit information for cxLoyalty. As part of cxLoyalty's expectations of high degree of integrity, the Service Desk Analyst responsible for managing access to membership, card and business sensitive data should also possess that level of Integrity. The Service Desk Analyst must understand the potential of their actions and be trustworthy and responsible at all times.
Qualifications:
Candidate must possess at least a Bachelor's/College Degree, any field.
Minimum of 3 years of working experience in a Helpdesk environment where your role has had a strong customer service focus and administration responsibilities and/or Incident Management
Outstanding customer service
Excellent attention to detail
Able to work in a high pressure environment
Able to work well in a team
Excellent English communication skills
The Ability to liaise with all levels of corporate hierarchy across all departments
Proactive ‘can do’ nature
Willing to work BGC, Taguig
Amenable with shifting schedule
Can start asap
