Global IT Service Desk
3 weeks ago
Overview
Primary Details: Time Type: Full time. Worker Type: Employee. Responsible for providing high level of customer experience and resolution from various communication channels: phone, chat, email and portal for first level IT technical support globally covering both internal and external users. Perform IT Service Desk activities including the capture, analysis, escalation and management of Incident and Service Requests in alignment with IT policies and procedures.
Primary Responsibilities- Performing problem and Level 1 incident management activities including receiving communications from customers from a variety of mediums, analysing, documenting and managing the incident or problem.
- Providing excellent customer service through daily customer interactions.
- Take ownership and responsibility of issues from start to successful resolution.
- Performs troubleshooting with end-user issues on various software applications, hardware, network, telecommunication systems and remote desktop support.
- Assisting in the development and maintenance of QBE problem and incident management processes and procedures.
- Managing Incidents or Requests in alignment with QBE IT processes and procedures.
- Willing to work on shifting and flexible schedule, PH holiday, weekends to meet business/operational requirements.
- Bachelor's Degree or equivalent combination of education and work experience
- Outstanding analysis & problem solving skills and the ability to quickly respond to high volume help desk requests in a customer-centric environment, that includes basic knowledge on MS Office applications like Excel
- Excellent communication skills, both written and verbal - fluent in English
- Good IT technical skills and detailed understanding of the support centre/help desk process.
- Ability to troubleshoot IT problems over the phone
- Ability to work effectively across all areas of IT to ensure quality service delivery for the clients
- Has professional and mature attitude
- Works well with others and reinforces teamwork
- Displays positive attitude to customer and to the team
- Able to coach effectively
- IT or Engineering
- Prior experience in an ITIL based environment an advantage
- At least 2 years prior IT Help desk/Service Desk experience is required
- Prior experience in an ITIL based environment an advantage
- Fundamental knowledge of Windows Operating Systems (Vista, 7,8.1)
- Experience with remote control technologies and IT Service Management/Ticket toolsets in a multi-vendor environment
- Experience with Microsoft Active Directory, Active Roles, Citrix & a basic understanding of TCP/IP, DHCP, DNS & Networking concepts
- Sound experience with O365/Exchange/Lync Support tasks & troubleshooting is preferred but not required
- Sound experience supporting peripheral device issues e.g. printers & mobile devices
- Advanced knowledge of IT support service activities and processes
Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) – because we know it's not just what we do that matters, it's how we do it that makes the difference. We expect all employees to role model and inspire the right behaviours that link to our cultural elements:-We are customer-focused-We are technical experts-We are inclusive-We are fast-paced-We are courageous-We are accountable-We are a teamAll employees are expected to adhere to QBE’s Code of Ethics and Conduct and apply sound risk management practices
US Only - Travel FrequencyInfrequent (approximately 1-4 trips annually)
US Only - Physical DemandsGeneral office jobs: Work is generally performed in an office environment in which there is not substantial exposure to adverse environmental conditions. Must have the ability to remain in a stationary position for extended periods of time. Must be able to operate basic office equipment including telephone, headset and computer. Incumbent must be able to lift basic office equipment up to 20 lbs.
US Only - DisclaimerTo successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.
Job TypeIndividual Contributor
Australia/New Zealand Only - Advice/Non-AdviceNon-Advice: This role is not authorised to provide financial product advice to retail customers in respect of General Insurance products. Financial product advice, means a statement or recommendation made to a retail customer with the intention of influencing their decision in considering a general insurance product.
Global DisclaimerThe duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee’s normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.
Skills: Case Management, Collaboration Tools, Communication, Critical Thinking, Customer Value Management, Information Technology (IT) Support, Intentional collaboration, IT Service Management (ITSM), Managing performance, Problem Solving, Process Improvements, Risk Management, Stakeholder Management, Team Management, Technical Support
How to ApplyTo submit your application, click "Apply" and follow the step by step process.
Equal Employment OpportunityQBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.
#J-18808-Ljbffr-
Global IT Service Desk
2 weeks ago
Manila, Philippines QBE Group Shared Services Centre Full timeOverview Responsible for providing high level of customer experience and resolution from various communication channels: phone, chat, email and portal for first level IT technical support globally covering both internal and external users. Perform IT Service Desk activities including the capture, analysis, escalation and management of Incident and Service...
-
Service Desk Engineer
2 weeks ago
Manila, Philippines EIL Global Full timeOverview EIL Global Manila, National Capital Region, Philippines Service Desk Engineer role for one of our clients. Work model: Work From Office. Fluent in Mandarin, Korean, or Japanese is required for IT Desk Support. Candidate should be based in the Philippines. Responsibilities Provide IT infrastructure field support including troubleshooting hardware,...
-
Global It Service Desk Engineer
3 weeks ago
, Metro Manila, Philippines Buscojobs Full timeOverview Explore numerous service desk job opportunities. Service desk roles are essential for providing technical support and customer service across various industries. These positions involve troubleshooting technical issues, managing user inquiries, and maintaining IT systems. Service desk professionals act as the first point of contact for resolving...
-
IT Service Desk
4 days ago
Manila, National Capital Region, Philippines EIL Global Full time ₱300,000 - ₱600,000 per yearWe have the below requirement:Position: Service DeskMode: Full time contractExperience: 3+ YrsShift Hours : 5:30 AM to 3:30 PM IST ( might fluctuate as per DST or lunar holidays in some cases ) = 8:00 AM – 6:00 PM PHT (Philippine time)Support does not have to be rotational and is fixed to the timing mentioned aboveNo Weekend support as of nowAs of now no...
-
IT Service Desk Agent
4 days ago
Manila, National Capital Region, Philippines Nordic Global Full time ₱150,000 - ₱250,000 per yearMake a difference. Be happy. Grow your career.*IT Service Desk Agent I*The IT Service Desk Agent provides level 1 support to organizations by answering, calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team.KeyResponsibilitiesProviding a high level of professionalism and...
-
IT Service Desk
1 week ago
Bonifacio Global, Metro Manila, Philippines Nezda Global PH Full time ₱800,000 - ₱1,200,000 per yearUrgent HiringBPO TSR / Service Desk - TEAM LEADER Location: Upper McKinley Hill, TaguigQualifications: At least High School Graduate 2-3 years Team Lead experience (Service Desk operational experience is an advantage) Willing to work onsite in Taguig and on shifting schedules Can Start ASAPWhat We Offer:Basic Salary: ₱39,100Monthly Allowance: ₱5,80015%...
-
Service Desk Agent
4 days ago
Manila, National Capital Region, Philippines Agilitec IT Full timeEmployer: An MSP company located in Burbank, California, USAWork Setup: RemoteWorking schedule: Pacific Standard Time (Days & Time: TBD)Salary: $1,200 - $1,300 monthlyBenefits:13th Month PayHMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)Personal Time Off (After a 90-day probationary period)Requirements:Strong...
-
IT Service Desk
4 days ago
Manila, National Capital Region, Philippines Asticom Technology Inc Full time ₱900,000 - ₱1,200,000 per yearJob Roles and Responsibilities:Team Leadership:• Supervise, coach, and develop a team of Service Desk Analysts• Set clear performance expectations and provide regular feedback.• Conduct performance reviews and address performance issues as needed.• Foster a positive and collaborative team environment.Service Delivery:• Ensure timely and effective...
-
Service Desk Manager
4 days ago
Manila, National Capital Region, Philippines Cambridge University Press & Assessment Full time ₱88,000 - ₱120,000 per yearSalary:Php 88,000 to Php 120,000- Location:Manila- Country:Philippines- Business Unit:Technology- Vacancy Type:Permanent- Closing Date:4 October 2025Meet the recruiterBeige SalesService Desk ManagerWork setup: We operate in a hybrid work environment, and we encourage applicants who are open to working in the office two days a week to apply.Work schedule:...
-
Patient Portal Service Desk Agent
2 weeks ago
Manila, National Capital Region, Philippines Nordic Global Full time ₱150,000 - ₱250,000 per yearMake a difference. Be happy. Grow your career.*PORTAL SERVICE DESK AGENT I*The Portal Service Desk Agent answers calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team.Key ResponsibilitiesThe Portal Service Desk Agent will be responsible for, but not be limited to:Providing...