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Enterprise Operations Helpdesk Analyst Taguig City, PH

1 month ago

Taguig, National Capital Region, Philippines Avature Full time

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, let's talk.

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Your role and responsibilities

This is a highly cross-functional role, an integral part of our procure to pay (P2P) team. You will work with a diverse user base of employees and suppliers to solve their most challenging issues spanning the entire procure to pay process. Utilize our flagship P2P tools, such as our Purchasing, Invoicing, and Travel and Expense systems, to actively support global users. Provide suggestions, enhancements, and other process improvements to ensure we are constantly improving the user experience. Love great customer support and are driven to make people rave about their great experiences.

  • Identify and investigate intermediate to difficult problems raised by our user base (suppliers and employees) related to Supplier Payments and Travel & Expense concerns.
  • Communicate effectively and timely to resolve issues.
  • Perform basic processing requests such as assisting with urgent payments, or verifying supplier identity for sensitive information updates.
  • Contribute to the group success of meeting and/or exceeding operational metrics (SLAs).
  • Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and tools.
  • Collaborate with a global set of IBM team members also working on P2P processes.
  • Provide end-to-end excellent customer service.
Required education

Bachelor's Degree

Required technical and professional expertise
  • BA/BS degree (In lieu of degree, relevant skills or equivalent experience).
  • Minimum 6 months relevant work experience in a call center, customer support, or help desk role.
  • Strong soft skills including proven ability to turn frustrated customers into happy customers, and communicate to employees at all levels within the organization.
  • Excellent communication skills including full working knowledge of written and spoken English.
  • Ability to work night shift hours to support US business hours (for MNL resources only).
Preferred technical and professional experience
  • Experience working with finance or accounting-related products.
  • Attention to detail with the ability to effectively multitask and work independently.
  • Experience with Google Docs suite of products.
  • Previous experience with a major service ticket or incident management system (i.e. Remedy, Track-IT) is a plus.
  • Additional languages are a plus.
ABOUT BUSINESS UNIT

IBM Consulting is IBM's consulting and global professional services business, with market-leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners, and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that dedication to our clients' success, innovation that matters, and trust and personal responsibility in all our relationships live in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment every day, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth-minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide ongoing feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team-focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions every day is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude, and always striving for an outcome-focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason, and science, we can improve business, society, and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing, and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Job Title: Helpdesk Analyst

Job ID: 17663

City / Township / Village: National Capital Region (Manila)

Country: Philippines

Work arrangement: Onsite

Area of work: Enterprise Operations

Employment type: Regular

Position type: Entry Level

No Travel

Company: (0856) IBM Business Services

Shift: Rotation

Is this role a commissionable/sales incentive-based position?

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