Support Analyst Position

2 weeks ago

Taguig, National Capital Region, Philippines beBeeAnalytical Full time ₱3,600,000 - ₱4,800,000

Our team delivers an excellent experience to the members of various pension schemes. This is an exciting opportunity to join our organization, as a Support Analyst within the Service Management and Application Support function. You will be in a team of Support Analysts, reporting into a Lead and responsible for the daily processing and resolution of production incidents.

  • Participation in day-to-day support call logging and allocation.
  • Classify support issues received from users and allocate them with the support teams for resolution.
  • Monitor and report on volume of support issues received and outstanding.
  • Process fixes for standard support issues and report back to users.
  • Provide an excellent customer service experience for all that contact the Support desk.
  • Maintain system documentation and procedures to ensure completeness and utility.
  • Ad hoc tasks to support the team and the demands of the business.
  • Formulation, maintenance, and execution of test plans for solutions to support issues.
  • Recording of management information in respect of the issues raised by users.
  • Maintenance of the team's ticket logging system.
  • Analyze and document support issues providing potential solutions or options.
  • Provides mentoring and training to junior members of the team.
  • Able to stand in as an escalation point in times of absence.
  • Builds collaboration and influence across the organization.

Performance Objectives:

Excellence:

  • Confidently analyze information and situations appreciating the wider impact. Anticipating problems/obstacles before they occur.
  • To think creatively about solutions to problems.
  • Able to identify significant/high-impact support issues and key details reported by users.
  • Able to monitor and classify support calls efficiently and allocate them appropriately.
  • Comfortably manage and carry out a varied workload of personal and team priorities.
  • Identifies improvements in the effectiveness of the team and offers procedures to implement.

People:

  • Comfortably works co-operatively with others, predominately offering support where needed.
  • Builds collaboration and influence across the organization.
  • Provides main support and coaching to continue in the sharing of team knowledge.

Clients:

  • Regularly takes the lead and shows initiative where appropriate but equally prepared to take instructions and show respect for others.
  • Contributes to varying projects across the whole department when opportunities arise.
  • Works collaboratively with other teams to offer/identify areas of improvements in procedures.
Qualifications

The Requirements

  • Highly motivated with a can-do attitude.
  • Excellent Customer Service.
  • Ability to work quickly and efficiently.
  • Open to work on a shifting schedule including weekends and holidays.
  • Open to hybrid work setup.
  • Confident user of Microsoft Windows and Microsoft Office (especially Excel).
  • Interested in learning UNIX based applications and SQL scripting.
  • Excellent attention to details.
  • Strong problem-solving skills.
  • Able to work well under pressure and meet targets.
  • Able to interpret figures and be able to conduct basic arithmetic calculations accurately.
  • Able to write clearly and concisely and adapt styles for various purposes and audiences.
  • Articulate effectively and appropriately in various situations.

Technical Competencies

Subject Matter Expertise

  • Developing expertise
  • Applying expertise

Solution Development

  • Systems thinking
  • Focusing on quality

Technical Communication

  • Simplifying complexity
  • Influencing stakeholders

We are an Equal Opportunity Employer

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