Process Helpdesk Associate

2 weeks ago

Taguig, National Capital Region, Philippines Asticom Technology Inc. Full time ₱300,000 - ₱450,000 per year

The L1 Process Help Desk Support serves as the primary contact for employees regarding business processes, policies, and procedural guidelines. This role aims to improve process adherence, reduce errors, and enhance operational efficiency by providing accurate and timely information and support.

Key Responsibilities:

  • Process Support:
    Act as the central point of contact for all process-related inquiries, guiding employees to relevant information and preventing the need to search multiple departments.
  • Knowledge Base Utilization:
    Use and contribute to a comprehensive knowledge base containing approved process documents, policies, FAQs, and troubleshooting guides.
  • Self-Service Promotion:
    Direct employees to the online portal for self-service options, including browsing the knowledge base, accessing policy documents, and submitting/tracking process-related requests.
  • Process Incident Management:
    Manage and resolve "process incidents" or "process deviations" by identifying, classifying, investigating, and resolving issues where a process is not functioning as intended or is misunderstood. This includes:
  • Receiving and logging reports of process-related issues, such as policy misinterpretations, errors in executing process steps, or incorrect tool usage within a process.
  • Categorizing incidents to ensure appropriate handling and escalation.
  • Conducting initial investigation to diagnose the root cause of process deviations.
  • Providing clear guidance, recommending process updates, or escalating complex issues to Process Owners for resolution.
  • Confirming resolution with the employee to ensure satisfaction and process adherence.
  • Service Request Handling:
    Facilitate and fulfill standard requests related to processes, ensuring a defined workflow for routing, tracking, and completion. This involves:
  • Processing requests for the creation of new process documents, routing them to the relevant Process Owners.
  • Managing requests for updates or revisions to existing process documentation.
  • Coordinating and scheduling requests for specific process training sessions or walkthroughs.
  • Handling requests for access to various process-related tools or systems.
  • Change Communication:
    Communicate updates regarding policy and process changes, assisting employees in understanding new or modified procedures.
  • Continuous Improvement:
    Contribute to reviewing performance metrics and feedback to identify areas for improving knowledge resources, self-service options, and process documentation.

Qualifications:

  • Understanding of IT Service Management (ITSM) principles as they apply to process support.
  • Clear and concise communication skills for explaining process information.
  • Proficiency in using and contributing to a knowledge management system.
  • Customer-focused approach with the ability to provide accurate and timely assistance.
  • Problem-solving skills for addressing process-related issues.
  • Ability to collaborate with process owners and governance teams.

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