Associate, Global Service Desk

Objective:

The Associate, Global Service Desk works within established procedures with a moderate degree of supervision and provides advanced system-level support of multi-user operating systems, hardware and software tools, including installation, configuration, maintenance, and support of these systems. This position requires intermediate knowledge for hardware and software troubleshooting.

Requirements:

• Advanced English Speaker. Fluent in verbal and written English. High proficiency level (85%>) (Must)

• 5 years of experience in technical support or related field.

• Bachelor’s Degree in Engineering, Computer Science/Information Technology or equivalent.

• Experience working in a high-performance working environment.

• Capable to adapt in varying workloads and complexity.

• Can strictly adhere to established best practices in their day-to-day work.

• Experience working in a Shared Service Environment is a plus but not required.

• Experience in Service Management is an advantage.

• ITIL On-the-Job Exposure and Certification (desired)

• Be a self-starter and can move forward to overcome issues and problems with minimum supervision.

• Must have proven efficiency in basic systems problem resolution through effective interface and Communication.

• Must have proven efficiency in utilizing general office applications (MS office applications) and communication tools (Calls, Email Clients, Corporate Instant Messaging).

• Must be well-organized and highly efficient working in a dynamic, multi-task-oriented environment.

• Have strong leadership skills, passion for quality and ownership in accomplishing challenging goals.

Responsibilities:

• Incident Management

• Interact with global remote work at home analysts via phone, email, instant message, etc. to understand their IT issues, then troubleshoot, diagnose, and resolve these IT issues involving multiple systems.

• Log tickets for each call with clear, and concise documentation of all actions performed in near real-time

• Maintain a CSAT score of 98/10 based on user feedback.

• Maintain an individual Service Level Objective of 90% minimum across all tickets regardless of Severity. With a maximum re-open rate of 10%.

•  All incidents are closed with the proper resolution and closure information which includes but not limited to root cause, and relevance to other tickets.

• Prepares, and submit an end of shift report of any ticket that needs to be continuously worked on across shifts.

• Continued Service Improvement

•  Perform ticket issue trend analysis to identify recurring incidents and issues, and then lead the efforts within IT to determine the root cause(s), the mitigation to prevent reoccurrence, and ensure the mitigation is deployed globally. Goal is to continuously reduce the number of monthly tickets per WAH Analyst.

•  Ensures that the technical knowledgebase and technical documentations are kept current.

• Coordinate with the necessary teams to attend to an incident with all actions, information documented properly and timely. Escalate when issues are not getting resolved.

•  Help identify outages that impacts the business.

Your Benefits:

• A place where you can be in charge of your own work

• A place where your ideas will be heard

• Competitive salary

• Career development

• Good working environment