Global IT Service Desk

7 hours ago

Manila, Philippines QBE Group Shared Services Centre Full time

Overview 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. Provide excellent customer service through daily customer interactions. Take ownership and responsibility of issues from start to successful resolution. Troubleshoot end-user issues on software applications, hardware, network, telecommunication systems and provide remote desktop support. Assist in the development and maintenance of ITIL-based problem and incident management processes and procedures. Manage incidents or requests in alignment with IT processes and procedures. Willing to work on shifting and flexible schedule, including holidays and weekends to meet business requirements. Required Education Bachelor’s Degree or equivalent combination of education and work experience. Qualifications Outstanding analysis and problem-solving skills and ability to respond quickly to high-volume help desk requests in a customer-centric environment, including basic knowledge of MS Office applications (e.g., Excel). Excellent communication skills, both written and verbal; fluent in English. Good IT technical skills and 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 clients. Professional and mature attitude; works well with others and reinforces teamwork; maintains a positive attitude toward customers and the team. Ability to coach effectively. Preferred Experience Prior experience in an ITIL-based environment is an advantage. Relevant years of experience in IT Help Desk/Service Desk. Preferred Knowledge Fundamental knowledge of Windows operating systems (Windows 7, 8.1). Experience with remote control technologies and IT service management/ticket tools in a multi-vendor environment. Experience with Microsoft Active Directory, Citrix, and basic networking concepts (TCP/IP, DHCP, DNS). Experience with O365/Exchange/Lync support tasks and troubleshooting is preferred but not required. Advanced knowledge of IT support service activities and processes. QBE Cultural DNA Everything we do at QBE is underpinned by our culture. All employees are expected to role model and inspire the right behaviours that link to our cultural elements: customer-focused, technical expertise, inclusive, fast-paced, courageous, accountable, and teamwork. All employees are expected to adhere to QBE’s Code of Ethics and Conduct and apply sound risk management practices. #J-18808-Ljbffr

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