IT Service Desk Senior Associate

About FWD GroupFWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 million customers across 10 markets, including BRI Life in Indonesia. FWD's customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.For more information, please visit About FWD Life Philippines FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively.For more information, please visit  1 > Statistics > Life > 2022 > Based on Paid-Up Capital2 > Statistics > Life > 2022 > Based on New Business Annual Premium EquivalentProvides 1st level technical and troubleshooting assistance related to computer hardware and software, mobile devices, company application software and other technical tools and products.1. Technical Support.  Provide 1st level troubleshooting, diagnosing and resolution, diagnoses and resolves problems related to operating systems, hardware and software, mobile devices, company application software, using the request fulfillment and incident management processes, in line with service desk objectives.a. Receives calls and inquiries, provide support in accordance with established processes and document incidents and remedies.b. Responsible for the complete set-up and provision of computer and products in a timely manner.c. Operates on a 24x7 mindset to support FWD employees, agents and Bancassurance teams.d. Resolution of incidents and completion of Service requests assigned are done as scheduled or stated in the Service Level Agreement.2. Documentation. a. Documents incidents, concerns, requests and conversations in the Salesforce/Remedy system which serves as reference by other technicians. Ensures that those incidents have been assigned corresponding incident ticket.b. Monitors the status of the incident tickets and ensures timely coordination with the     requestor/customer.c. Escalates any unresolved tickets within the defined timeline.3. Administrative.  Escalates complex incidents to second level support personnel.     a. Act and serve as a single point of contact of FWD employees and agents on      Incidents and service requests.Experience: Graduate of any 4-year IT Course or equivalent professional qualification or Diploma; Or 2 years course graduates are considered with minimum 5 years work experience as IT Service Desk.With at least 2 years Helpdesk/Service Desk work experienceKnowledge in Remedy Applications or any Service Management ticketing tool is preferred.Knowledge in the following: Windows OS (server and desktop), Mobile device OS (i.e. Android, iOS), MS Office.Hardware troubleshooting (desktop, laptop and mobile device).With good analytical and problem-solving skills. Should be able to identify critical/priority incidents.With good communication skills. Must be able to communicate with different levels of users.With good organization skills and be able to work on multiple priorities/tasks.Privacy NoticeYour privacy is a priority for FWD.  The Company keeps your personal information with us in confidence. To know more about how we process your information, kindly refer to our FWD Recruitment Privacy Notice.FWD has partnered with Talocity Instasolutions Private Limited ("Talocity") to manage the initial filtering of candidate's profiles through video interviews, social profile mapping, and video analytics using artificial intelligence engine that is offered within the Talocity platform.  The platform evaluates the candidate on the five well-known dimensions as per OCEAN Personality Model that influence occupational success and help understand workplace behavior. For more information, please refer to Talocity Privacy Policy.When you apply, FWD will share your name, phone number and email address to Talocity to contact you and conduct the initial screening and profiling process.  Shortlisted candidates will then be contacted by FWD for the face-to-face interview.