Job Summary

First point of contact for all 1st line service support for all the company's Tech Services

Job Description

Company Description

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

The role of the Service Desk Analyst is to ensure excellent system operation, so that our customers and staff can accomplish business tasks. The Service Desk Analyst will support various applications across the business including but not limited to; e-CRM, campaign building applications and email engines.

The Service Desk offers a fast-paced, down to earth working environment being the first point of contact with our client account teams. We use Jira incident management system to manage and process our tickets for both internal and external stakeholders. We Operate a Global Service Desk with shift patterns from Monday to Friday covering UK, US and APAC hours, with occasional out of hours and weekend support. Our team are enthusiastic, proactive and committed to serving our client’s needs as quickly and efficiently as possible.

You will enjoy working under pressure and as part of a team, you will have excellent Customer Service and Interpersonal skills. You will have strong analytical abilities and be able to problem solve, manage your own time well and meet work-based targets. An understanding of the Service Desk function and its role within IT would be beneficial.

Duties & Responsibilities

• You will report to the Service Desk team leader
• Become part of the Service Desk and be the first point of contact for all 1st line service support for all the company's Tech Services
• Prompt escalation of Incidents to Tech teams within the company
• Identify trends for ways to prevent future problems
• Access knowledge bases, and proprietary FAQ resources to aid in problem resolution and update knowledge base with new identified fixes
• Performing preventative maintenance, including checking and housekeeping on a daily basis
• Recommend changes in line with developing technologies and the IT Strategy
  
  

Knowledge, Training And Experience

The post holder must be able to demonstrate:

• Good timekeeping management
• Clear and logical thinking agility and problem-solving skills to tackle complex technical systems and Issues
• Experience at working independently and in a team-oriented, collaborative environment is essential
• Exceptional customer service orientation
• Ability to effectively prioritise and execute tasks in a high-pressure environment
• Proven analytical and problem-solving abilities
• A people person who has the ability to present ideas in a customer friendly language
• Highly self-motivated and directed
• Keen attention to detail
• Technical skills of MS Windows desktops and office applications
  
  

Technical, Analytical And Judgemental Skills

Showing experience in any of these areas would be beneficial, but not essential:

• An understanding of basic Microsoft TSQL
• An understanding of basic IP networking
• An understanding of basic HTML, XML and .NET
• Experience of using Atlassian products (Jira & Confluence)
• Experience of working in an ITIL service management environment
  
  

Must be willing to work Mon-Fri (4pm-1am Manila Time) during training for 1 month

Must be willing to work Mon-Fri (12:30 am- 9:30 am Manila Time) after training

Must be willing to work in Alabang site from Day 1

Must be willing to work in shifting schedule (rotational of US and UK hours every 2 weeks and vice versa

By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.