Global Help Desk Analyst
(National Capital Reg)

Responsibilities:
• Represent as a source of contact for users needing technical assistance.

• Provide level 1 initial assessment and troubleshooting of inbound issues.
• Answers end users’ questions when possible and appropriate.
• Record, track and monitor incidents and service requests following the defined Incident Management Process. Provide an accurate record of each incident description and resolution.
• Manage resolution of issues efficiently and professionally. Monitors on-going jobs and ensures immediate resolution of the reported problem.
• Liaise between end user community and technical teams towards resolution of the reported problem.
• Escalate incidents to the appropriate second level support team and coordinate support for unresolved technical issues, following defined escalation procedures.
• Follow up on SLA breach notifications.

Knowledge and Skills

• Minimum of 3 years prior technology Help Desk experience in a problem-solving capacity.

• Minimum of 3 years experience with incident management tools.
• Good process methodology experience
• Excellent verbal, written, communication skills.
• Must be able to speak and write fluent English with advanced grammar and composition skills
• Excellent Customer Service skills.
• Thoroughness in terms of following defined processes diligently and accurately.
• Drive and ability to see problems through to resolution
• Well-developed inter-personal skills and ability to work in a team environment.
• Ability to quickly learn and understand new technology and applications.
• Has initiative, sense of responsibility and commitment to work
• Willing to work overtime as necessary
• Willing to work on shifting schedule
• Able to work in fast paced, stressful environment
• Provide on-time status and communication to end users regarding outstanding and resolved incidents.
• Proactively increase the efficiency of the day-to-day operations by suggesting improvements regarding tools and processes.
• Maintain a strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading and participating in projects and improvement initiatives.
• Communicate to management on high-impact technical issues.
• Follow Global Help Desk procedures, policies and processes diligently and accurately.
• Provide back-up support for other team members, as required.
• Any other project or tasks assigned by management

Requirements:

Education
Bachelors Degree, preferably in an IT related field

Experience

Three years of professional Help Desk of Call Center operations.
Special Requirements, Licenses, and Certifications

ADDRESS: 14th Floor Net One Center 26th St. cor 3rd Ave. Crescent Park West Bonifacio Global City, Taguig City ————————————————————————————
B&M Global Services Manila, Inc., is a subsidiary of Baker & McKenzie International B.V., a support services provider to Baker & McKenzie International, a Swiss Verein of member law firms around the world. Neither B&M Global Services Manila, Inc., nor Baker & McKenzie International B.V., is engaged in the practice of law.

Company Name :
B & M Global Services Manila
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Local Based Company
Location :
14th Floor Net One Center, 26th St. cor. 3rd Ave., Cresent Park West Bonifacio Global City Taguig