Senior Service Desk Analyst AU Retail Office-based

Schedule: Monday to Friday (6:00AM - 3:00PM PHT)

What are we looking for?

Skills Required

• At least 3+ years experience in a service desk environment or call centre.
• Demonstrated experience in leading a team of IT Service Desk and/or IT Operational department within a complex multi-location business.
• Excellent customer services skills
• Excellent technical and troubleshooting skills.
• Ability to understand requirements and documentation procedures.
• Ability to work effectively both independently and as part of a team.
• Knowledge of the retail industry highly desired.
• Sound knowledge of supporting Microsoft technologies, including MS Office suite, Exchange, Active Directory, Office 365, and Windows 10. ITIL foundations desirable.
• Exposure to ServiceNow, Salesforce, Active Directory, Share Point and Point of Sales (POS) desirable.
• Ability to support networking issues including cabling and wireless, remote access connectivity (VPN), IP telephony and mobile devices.
  
  

• Delivering multi-level support (first and second level) in a Service Desk setting. Handle calls and assignments from end users and colleagues with professionalism and adherence to standard procedures.
• Provide troubleshooting for a variety of issues, from standard PC failures to critical outages.
• Manage distribution of approved software mechanisms. Test and implement desktop image updates and platform patches where applicable. Ensure strict compliance with licensing and maintain accurate inventory records.
• Maintain ownership of Team Member requests and incidents until resolved, ensuring regular communication with the Team Member and coordination with relevant support teams.
• Assist with account administration as needed. Offer advanced support to remote team members, addressing information security threats. Train and support junior staff in updated administration procedures where applicable.
• Ensure ticket hygiene is maintained, incidents and requests in the incident management system, adhering to all quality documentation requirements.
• Take on the role of Snr Analyst in supporting application issue resolution and organisational tasks as needed.
• Ensure all relevant processes are documented and current. Develop and train others on new procedures for emerging applications or platforms where applicable.
• Other duties as assigned.
  
  

• Work with other IT team members to achieve the common goals of the team.
• Establish and maintain strong working relationships with other team members.
• Work closely with third party vendors and support personnel
• Attend to scheduled meetings, training sessions and group activities.
• Foster good communication with your workplace colleagues
• Promote collaborative teamwork while demonstrating a positive can-do attitude.
• Bolster ITs reputation by building relationships with our customers and increasing their confidence and trust in us.
• Work and liaise with people from a diverse range of multicultural backgrounds.
  
  

• Act in accordance with all policies and procedures
• Take all reasonable care for their own and others safety and wellbeing while at work.
  
  

• Hybrid Work Arrangement
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA