NOW HIRING: SERVICE DELIVERY SENIOR ANALYST (MAKATI CITY)
(National Capital Reg - Pasig City)
Responsibilities:
The Role
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:
o Act as a knowledge/subject expert for specific areas of IT
o Manage Service Support Transition from IT Project or Service Owners to IT Service Desk Team
o Mentor Junior Service Delivery Analysts on the assigned specific areas of IT
o Prepare documentation and training materials for IT Service Delivery Team
o Determine & Recommend individual Service desk Analyst Areas of Improvement. Recommend training or coaching requirement
o Generate Reports in aid to review Trends and Pattern of Volume of tickets calls, emails and tickets/request.
• As a Major Incident Coordinator:
o Assist or take over investigation and resolution of Major Incidents from Junior Service Desk Analysts
o Manage and participate in Major Incident Conference Bridges or Tech Bridges
o Prepare Incident Report for Major Incidents
• As a Problem Coordinator:
o Review Trends, patterns and history of tickets. Recommend Tickets which requires creation of proactive problem tickets
o Coordinate with Tier 2 Techs, 3rd Party Support, about gathering of info and searching for Root Cause for a problem
o Prepare and Update Known Error Database & Troubleshooting Guides once a Problem has been resolved
• As an IT QA Analyst:
o Assist in setting Targets and KPI for Junior Service Desk Analysts
o Review Ticket History, determine areas of improvement, acknowledge positive actions done
o Research and recommend industry standard practices to meet a world class service.
• As IT Business Engagement Coordinator & Relationship Coordinator:
o Coordinate Configuration Change Schedules
o Attend to or manage Operations periodic touch point meeting, to make sure Service Desk is still meeting the SLAs and review areas of improvement
o 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.
Please add the job title SERVICE DELIVERY SENIOR ANALYST in your application.
This is an urgent position.
Successful candidates will be given job offer asap to start immediately.
Candidates who will apply within the week will be highly prioritized.
We will only respond to qualified candidates.
Apply TODAY!
Transcom Center Bldg.
Transcom Asia 4th Flr.
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Frontera Verde Compound, Pasig City
National Capital Reg 1600
Telephone: 702-2400 or 702-2447
email address: liza.oafericua@nucomm.net
Company Name :
Transcom Worldwide (Philippines), Inc.
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Local Based Company
Location :
4/F Transcom Center, Las Fiestas Road Frontera Verde Pasig City 0000
Company Fax :
702-2433
