IT Service Delivery Analyst
(National Capital Reg – Pasig City)

Responsibilities:
The Service Desk Senior Analyst’s role is to act as a Subject Matter Expert for First Line of Support staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Senior Analyst will also contribute to incident and problem resolution by giving in-person, hands-on support to end users at the desktop level.

Operational Management
•Ensure that Service Desk Team is providing first-class service support from initial client contact to closure. Ensure requests are received and handled in a professional manner and logged with sufficient information. Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
•Manage day-to-day activities with Hands on approach, upholding the industry service standards and expectations to ensure that the team goals and SLA’s are met. Conduct daily shift and periodic meeting to make sure the team understands daily goals, task assignments, and important communications.
•Manage 2nd point of Escalations when SLA & End User Satisfaction fail. Act as a further escalation point for customers and internal IT Support teams.
•Takeover or assist a Service Desk Analyst with their ticket or calls when necessary. Provide floor support when available

Specific Roles

As a Subject Matter Expert for First Line Support:

• Act as a knowledge/subject expert for specific areas of IT
• Manage Service Support Transition from IT Project or Service Owners to IT Service Desk Team
• Mentor Junior Service Delivery Analysts on the assigned specific areas of IT
• Prepare documentation and training materials for IT Service Delivery Team
• Determine & Recommend individual Service desk Analyst Areas of Improvement.
• Recommend training or coaching requirement
• Generate Reports in aid to review Trends and Pattern of Volume of tickets calls, emails and tickets/request.

As a Major Incident Coordinator:

• Assist or take over investigation and resolution of Major Incidents from Junior Service Desk Analysts
• Manage and participate in Major Incident Conference Bridges or Tech Bridges
• Prepare Incident Report for Major Incidents

As a Problem Coordinator:

• Review Trends, patterns and history of tickets. Recommend Tickets which requires creation of proactive problem tickets
• Coordinate with Tier 2 Techs, 3rd Party Support, about gathering of info and searching for Root Cause for a problem
• Prepare and Update Known Error Database & Troubleshooting Guides once a Problem has been resolved

As an IT QA Analyst:

Assist in setting Targets and KPI for Junior Service Desk Analysts
Review Ticket History, determine areas of improvement, acknowledge positive actions done
Research and recommend industry standard practices to meet a world class service.

As IT Business Engagement Coordinator & Relationship Coordinator:

Coordinate Configuration Change Schedules
Attend to or manage Operations periodic touch point meeting, to make sure Service Desk is still meeting the SLAs and review areas of improvement
Review Survey Feedback, conduct investigation and coaching for any negative feedback, and recognize for those given by a positive feedback.

Requirements:
Education:

• College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
• Certifications in ITIL, COBIT or HDI

IT Knowledge & Experience:

• Deep-seated experience with desktop and server operating systems, including MS Windows 2003, XP, MS Terminal Services
• Extensive application support experience with Citrix Metaframe Servers, Avaya Telephony System and knowledge of programming languages, including ADSI Scripting, SQL.
• Working knowledge of a range of diagnostic utilities, including Network Monitoring Systems, Active Directory Tools, etc
• Demonstrated progressive / 3 years experience in the management of a technical support team.
• Proven track record of developing and providing Service Level Agreements and Service Desk deliverables.
• 3 years previous experience in customer service and service desk management
• 3 years previous experience in managing a client service oriented team

Personal Characteristics

•Strong customer service orientation.
•Proven analytical and problem-solving abilities.
•Ability to effectively prioritize and execute tasks in a high-pressure environment.
•Strong interpersonal and oral communication skills.
•Skilled at working within a team-oriented, collaborative environment.
•Ability to present ideas and solutions in business-friendly and user-friendly language.
•Ability to conduct research into e-mail software issues and products as required.
•Highly self motivated and directed.
•Keen attention to detail.

Physical Demands

Rotating shifts, off hours availability.
•40-hour on-site work week with on-call availability.
•Sitting for extended periods of time.
•Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
•Occasional lifting and transporting of moderately heavy objects such as servers and documentation binders.

Transcom Asia
4th Flr. Transcom Center Bldg.,
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Fontera Verde Compound,
Pasig City, National Capital Reg 1600
Telephone: 702-2400 or 702-2447
email address: work@transcom.com