Service Desk Analyst

4 days ago

Taguig, National Capital Region, Philippines NCC Group Philippines Full time

Thanks for checking out our job opening; we are excited that YOU are interested in learning more about NCC Group.

We are on a mission to make society a safer and more secure place. Our people are the ones who make that possible; a global community of talented individuals working together towards a safer future.

We aim to create an environment where everyone can reach their full potential. We work together, we are brilliantly creative, we embrace difference, and we want you to join in our mission, to make the world safer and more secure.

The Opportunity:

Working as part of the internal IT department, in the Service Desk Team, you will provide 1st and 2nd line IT support in accordance with best practice to ensure accurate recording of all reported incidents, changes and service requests that affect IT infrastructure and networks, resulting in timely and cost-effective resolutions within specified service level agreements.

You will also provide an appropriate, but high level of technical expertise in providing excellent customer service, infrastructure and network issue diagnosis and support at both 1st and 2nd line.

Key Accountabilities:

  • To provide first/second line technical support for all incidents, service requests, tasks and change requests.
  • Provide and maintain a high degree of customer service for all support queries.
  • Support NCC Group both remotely and on-site where necessary on a range of NCC Group services, systems, and equipment within agreed SLA timescales.
  • Any activities which are associated with the NCC Group support function, including, but not limited to; managing standard and escalated incidents, service requests, change requests, tasks and project requests and ensuring they are handled in an effective manner and progressed to resolution.
  • To be pro-active when seeking to resolve the problem and escalate more complex issues to the appropriate team.
  • To ensure all Client support requests in the call logging are regularly updated on progress and dealt with in accordance with NCC Group processes.
  • To log and maintain details of all NCC Group hardware coming into and leaving the base office in the Asset Tracker sheet in accordance with the NCC Group Equipment Order and Dispatch process.
  • To pre-build and maintain NCC Group hardware and dispatch to Client where necessary. You might be required to attend other sites for installs, testing and training where necessary.
  • To carry out in-house testing on all hardware, products, and services where necessary.
  • To ensure successful handover of completed work and products to customers or the IT team with the appropriate documentation, training, and communication of any known faults.

Requirements:

A service desk analyst interacts with customers. At this level, you will perform tasks such as taking calls from customers and trying to resolve their queries, while knowing when to escalate issues to your manager.

Experience & Skills needed for this role:

  • Proficient in written and verbal communication in the English language.
  • Asset and configuration management. You can track, log and correct information to protect assets and components.
  • Continual service improvement. You know about developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve development processes. You can spot or identify obvious deficiencies.
  • Customer service management. You can resolve user requests to a minimum of the agreed service level agreement. You know how to empathise with the end user. You can use customer-focused metrics to achieve a satisfying outcome.
  • Ownership and initiative. You can own an issue until a new owner has been found or the problem has been mitigated or resolved.
  • Service focus. You know about different products and services.
  • Service reporting. You can produce relevant reports in a standard format in an agreed timeframe. You can work with important stakeholders to discuss any changes in the reporting processes. You can add a commentary that provides an interpretation for the data set. (Relevant skill level: working)
  • Technical understanding. You know about the subject matter and understand what it involves.
  • User focus. You have an awareness or understanding of user experience analysis and its principles. You can see the purpose of user stories and focus on user needs.

Behaviours:

  • Focusing on Clients and Customers
  • Working as One NCC
  • Being Inclusive and Respectful
  • Delivering Brilliantly

About NCC Group

The NCC Group family has over 2,200 members located all around the world, providing a trusted advisory service to 15,000 customers. Born in the UK, we have now have offices in North America, Canada, Europe, and Asia- Pacific.

We are passionate about helping our customers to protect their brand, value and reputation against the ever-evolving threat landscape. We fuel that passion with investment in our people and our business.

Our values and code of ethics are at the heart of how we operate – we work together, we are brilliantly creative and we embrace difference. We treat everyone and everything with equal respect.

We want to create an environment where all colleagues feel psychologically, emotionally and physically safe to be authentic, sharing their personal experiences to represent the diversity of the world they live in, and have equal opportunity to achieve their best.

About your application

We review every application received and will get in touch if your skills and experience match what we're looking for. If you don't hear back from us within 10 days, please don't be too disappointed – we may keep your CV on our database for any future vacancies and we would encourage you to keep an eye on our career opportunities as there may be other suitable roles.

If you do not want us to retain your details, please email global.ta@nccgroup.com. All personal data is held in accordance with the NCC Group Privacy Policy. We are committed to diversity and flexibility in the workplace. If you require any reasonable adjustments to support you during the application process, please tell us at any stage.

Please note that this role involves mandatory pre-employment background checks due to the nature of the work NCC Group does. To apply, you must be willing and able to undergo the vetting process.

Seniority level

Associate

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

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