IT Service Desk Senior Associate

FWD Group Technical Support

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 million customers across 10 markets. FWD's customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital and New Business Annual Premium Equivalent, respectively.

Provides 1st level technical and troubleshooting assistance related to computer hardware and software, mobile devices, company application software and other technical tools and products.

Technical Support

Provide 1st level troubleshooting, diagnosing and resolution, diagnoses and resolves problems related to operating systems, hardware and software, mobile devices, company application software, using the request fulfillment and incident management processes, in line with service desk objectives.

• Receives calls and inquiries, provide support in accordance with established processes and document incidents and remedies.
• Responsible for the complete set-up and provision of computer and products in a timely manner.
• Operates on a 24x7 mindset to support FWD employees, agents and Bancassurance teams.
• Resolution of incidents and completion of Service requests assigned are done as scheduled or stated in the Service Level Agreement.

Documentation

Documents incidents, concerns, requests and conversations in the Salesforce/Remedy system which serves as reference by other technicians. Ensures that those incidents have been assigned corresponding incident ticket. Monitors the status of the incident tickets and ensures timely coordination with requestor/customer. Escalates any unresolved tickets within the defined timeline.

Administrative

Escalates complex incidents to second level support personnel. Act and serve as a single point of contact of FWD employees and agents on incidents and service requests.

Experience

• Graduate of any 4-year IT Course or equivalent professional qualification or Diploma; Or 2 years course graduates are considered with minimum 5 years work experience as IT Service Desk.
• With at least 2 years Helpdesk/Service Desk work experience.
• Knowledge in Remedy Applications or any Service Management ticketing tool is preferred.
• Knowledge in the following: Windows OS (server and desktop), Mobile device OS (i.e. Android, iOS), MS Office.
• Hardware troubleshooting (desktop, laptop and mobile device).
• With good analytical and problem-solving skills. Should be able to identify critical/priority incidents.
• With good communication skills. Must be able to communicate with different levels of users.
• With good organization skills and be able to work on multiple priorities/tasks.