Service Desk Analyst

2 weeks ago

Manila, National Capital Region, Philippines Damco Spain SL Full time

We offer an opportunity to become part of our high performing team with a passion for technology and customer experience.

The Technology support Service Desk is responsible for supporting the global organisation and performs as a entry point for the reporting of all incidents and service requests as well as supporting users in "How To" queries. Also provided is initial troubleshooting aligned with the standard operating procedures and software installs.

The Technology support Service Desk is a 24/7/365 one desk model spread across three regions, APAC, India and South America using multiple channel options. A Critical Incident Team(CIT) acts as the interlock between the Service Desk and Major Incident Management.

Tech Support Service Desk Analyst responsibilities:

• Single point of contact for global service request & incident reporting, allocating,categorization and prioritization codes, throughout all available contact channels:
o AI Chatbot SNOW Integrated
o Mobile App
o Telephone / IVR (Inbound / Outbound Agent call handling)
o Live agent chat
o Email
o Voice mail

• Incident Logging, Documentation and Categorization - Maintain accurate and upto-date log of each incident that is reported, including the category/type of
incident.

• Organizing and prioritizing tickets based on the level of disruption that they cause.

• Providing first-line investigation and diagnosis into incidents

• Resolving incidents and service requests when first contacted whenever possible.

• Escalating incidents and service requests that cannot be resolved within agreed
timescales or need technical escalation in line with the SOP (Standard operating
procedures)

• Providing Incident Management Support were escalated via CIT

• Communication with users – keeping them informed of incident and service
request progress, throughout all available contact channels:
o AI Chatbot SNOW Integrated
o Mobile App
o Telephone / IVR (Inbound / Outbound call handling)
o Live agent chat
o Email
o Voice mail

• Closing all in scope resolved incidents, requests and other calls.

• Conducting customer/user satisfaction call-backs/surveys as agreed includingdeep dive analysis on Dissatisfied survey responses.
Other Responsibilities of Maersk Global Service Desk:

• Owning the Complaints and Escalations Process for Service Desk further followingup with technical teams for resolution as required

• Interfacing both into and out of End User Onsite Support and operations providinga seamless end user resolution regardless of entry point.

• Testing and analyzing Technology system and software performance.

• Resolving incoming personnel Technology queries.

• Responsible for advising users on appropriate actions by researching solutionsusing available information resources, such as internal Knowledgebases,
application Quick reference guides, tools and manuals, etc.

• Avoiding service interruptions by performing system installations, updates, andmaintenance procedures.

• Preparing training manuals and FAQ materials for easy-access end-user guidance.

• Documenting processes and maintaining service desk records.

• Making recommendations to optimize Technology performance and to prevent
future problems.

• Collaborating with internal departments to ensure that Technology needs are met.

• Keeping informed of advancements in Technology.

• Continuous Service Improvement built into the day-to-day functioning.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing


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