Service Desk Analyst

2 weeks ago

Manila, National Capital Region, Philippines Rimes Technologies Full time

The Opportunity in the Information Technology group is the very heart of the Corporation, its primary objectives to ensure that the Technical Infrastructure and Security of the platforms, environment and data are secure, performant, compliant and focused to provide a world class Customer experience for our many Customers both External and Internal to the Rimes Corporation.

We operate globally as a Group and operate a follow-the-sun operational model, our teams are both passionate and committed to the demands of our Customers ensuring that we are both innovative and proactive in meeting their every need.

What you will do:

  • Be the initial escalation point of queries before escalating to 3rd line support teams.
  • Assist in the coordination of major incidents as an escalation point, particularly those that result in Service Desk contacts.
  • Mentoring and guiding people on the team to improve and achieve service excellence.
  • Hold individual and team coaching and training sessions; promote customer service best practices through examining call records, roleplaying, and so on.
  • Assist in the coordination and management of third-party support providers who deal with the Service Desk directly.
  • Assist the Change Management team in coordinating changes that will affect the Service Desk.
  • Take part in projects to ensure that the standard operating environment is fit for purpose.
  • Serves as a role model for Service Desk analysts by providing technical help and guidance in the areas of technical troubleshooting, professional call management, and escalation procedures.
  • Assists Service Desk leadership by providing timely feedback to help with analyst coaching and growth.
  • Must be able to collaborate with a variety of teams and business units at the same time and flourish in a fast-paced, dynamic workplace.
  • Must have a keen interest in learning and be able to work well in a group setting.
  • Assist other teams to initiate, design and manage effective support solutions as determined by our business needs.
  • Monitor and respond quickly and effectively to incidents and requests received via phone, email and the Self-Service Portal raised by our internal users. On rare occasions, even our external clients.
  • Provide regular feedback and updates to internal users on progression of issues / orders.
  • Assist HR and Business Services when there is a New Starter / Leaver.
  • Provide cover for work colleagues in different time zones.

Who you are:

  • Intermediate to advanced problem diagnosis and troubleshooting skills
  • Ability to exercise sound judgement, show initiative and effective use resources
  • Ability to receive/deliver feedback to/from multiple audiences
  • Expert understanding of IT Support procedures and administration.
  • A strong background in Microsoft products and MS Office (including Outlook)
  • Experience with Active Directory and user administration in an MS Windows environment
  • Strong team player and willing to work together to achieve team's goals
  • A general understanding of IT Cyber security
  • Knowledge with Powershell and Python is a plus.
  • Experience in Agile Project Management.
  • Having some industry-standard certificates from Microsoft, CISCO, Amazon or VMware or Citrix will be a plus.

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