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

Global Meeting Registration Coordinator
(National Capital Reg)

Responsibilities:
Meeting Support

• Liaise regularly with Meeting Owner and Hotel/Suppliers for Meeting Arrangements and prepare written meeting specification document to communicate requirements to hotel in relation to meeting room set up, audio visual, technology and food & beverage requirements

• Review hotel Banquet Event Orders against meeting specifications to verify that Hotel understands B&M instructions and requirements

• Prepare onsite meeting checklist as reference for Meeting Owner

• Communicate requirements to Local Office or hotel or venue in relation to room set up, audio visual, technology, food & beverage

• Facilitate transition of responsibilities to Meeting Owner prior to Meeting Owner’s arrival onsite

Site Selection Support

• Prepare customized Action Plan for the Meeting outlining the Meeting Team Support Action Items and Timeline

• Prepare budget forecast covering estimated hotel costs to include room, tax and resort fees, food & beverage and audio / visual & provide regular updates

• Prepare travel cost estimate

• Draft expense reimbursement guidelines

• Conduct hotel research, prepare & distribute RFP to hotels and hotel contacts, prepare analysis of hotel proposals (spreadsheet summarizing hotel proposals)

• Provide assistance to Global Meeting & Event Managers in reviewing and negotiating hotel contracts
• Conduct and/or work with local office to conduct a limited search of venues / local restaurants for off site social events

Registration Support

• Prepare meeting Communication Drafts (in Outlook or BakerXchange format)

• Manage final contract provisions (those relating to guestroom block and guestroom attrition)

• Communicate to and coordinate with hotel individual guestroom reservations rooming assignments, changes and cancellations

• Continuously review hotel rooming list/reports to ensure that reservations are accurate

• Manage meeting registration and prepare weekly status reports for Meeting Owner

• Prepare name badges, name plate signs & attendee lists

• Prepare online registration system and meeting evaluation forms using BakerIQ

• Provide remote support until Meeting Owner is onsite at Hotel or transition of meeting registration is completed through a transition meeting/call

• Prepare meeting database and update, as required

• Prepare final attendance and guest room pick up report at the conclusion of Meeting

Requirements:

Knowledge and Skills

* Excellent English communication (verbal and written) and exceptional communication skills with prescribed business etiquette at both personal and electronic levels in a multi-cultural, multi-level environment

* Exceptional work ethic and personal and professional integrity

* Ability to adapt to and work within the Firm’s culture

* Excellent time management skills and ability to multi-task, analyze and prioritize projects

* Ability to work independently and on events located in other locations around the world.

* Highly organized with great attention to detail and strong proofreading and accuracy skills

* Strong analytical and problem solving skills

* Strong technical skills and solid working knowledge of Word, Powerpoint, and Excel

* Strong working knowledge of database management

* Experience in budgetary management and cost control initiatives

* Ability to work with “virtual teams” around the world – team player with ability to adapt and work within the Firm’s culture and ability to recognize and integrate balance between independent and team efforts in accomplishing goals and action plans

* Ability to organize and establish daily and long-term action plans

* Flexibility and adaptability

* Eligible to secure a Visa for potential limited international travel

Minimum Education and Experience

* Educated to degree level or above

* At least 5-10 years experience in meeting and event planning for up to 400 pax is a plus

* Experience in project management is a plus

* Planning experience in a professional service firm or legal industry a plus

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