IT Service Desk Analyst

IT Service Desk Support

Responsible for providing high level of customer experience and resolution from various communication channels: phone, chat, email and portal for first level IT technical support globally covering both internal and external users. Perform IT Service Desk activities including the capture, analysis, escalation and management of Incident and Service Requests in alignment with IT policies and procedures.

Primary Responsibilities

• Performing problem and Level 1 incident management activities including receiving communications from customers from a variety of mediums, analysing, documenting and managing the incident or problem.
• Providing excellent customer service through daily customer interactions.
• Take ownership and responsibility of issues from start to successful resolution.
• Performs troubleshooting with end-user issues on various software applications, hardware, network, telecommunication systems and remote desktop support.
• Assisting in the development and maintenance of QBE problem and incident management processes and procedures.
• Managing Incidents or Requests in alignment with QBE IT processes and procedures.
• Willing to work at Cebu Business Park, Ayala, Cebu City or Bonifacio Global City, Taguig City, Manila.
• Willing to work on shifting and flexible schedule, PH holiday, weekends to meet business/operational requirements.

Required Education

Bachelor's Degree or equivalent combination of education and work experience.

Preferred Competencies/Skills

Outstanding analysis & problems solving skills and the ability to quickly respond to high volume help desk requests in a customer-centric environment, that includes basic knowledge on MS Office applications like Excel.

Excellent communication skills, both written and verbal - fluent in English.

Good IT technical skills and detailed understanding of the support centre/help desk process.

Ability to troubleshoot IT problems over the phone.

Ability to work effectively across all areas of IT to ensure quality service delivery for the clients.

Has professional and mature attitude.

Works well with others and reinforces teamwork.

Displays positive attitude to customer and to the team.

Able to coach effectively.

Preferred Education Specifics

IT or Engineering.

Preferred Experience

At least 2 years Prior IT Help desk/Service Desk experience is required.

Preferred Licenses/Certifications

Call Centre Management Certifications an advantage.

Microsoft Certified Professional.

Microsoft Certified Solutions Expert.

Cisco Certified Network Associate (CCNA).

ITIL V3 Foundation Training or Certification.

Candidates must achieve a minimum 9+ John Clements English language proficiency score.

Preferred Knowledge

Fundamental knowledge of Windows Operating Systems (Vista, 7,8.1).

Experience with remote control technologies and IT Service Management/Ticket toolsets in a multi-vendor environment.

Experience with Microsoft Active Directory, Active Roles, Citrix & a basic understanding of TCP/IP, DHCP, DNS & Networking concepts.

Sound experience with O365/Exchange/Lync Support tasks & troubleshooting is preferred but not required.

Sound experience supporting peripheral device issues e.g. printers & mobile devices.

Advanced knowledge of IT support service activities and processes.

QBE Cultural DNA

Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) – because we know it's not just what we do that matters, it's how we do it that makes the difference. We expect all employees to role model and inspire the right behaviours that link to our cultural elements:

• We are customer-focused.
• We are technical experts.
• We are inclusive.
• We are fast-paced.
• We are courageous.
• We are accountable.
• We are a team.

All employees are expected to adhere to QBE's Code of Ethics and Conduct and apply sound risk management practices.

US Only - Travel Frequency

Infrequent (approximately 1-4 trips annually).

US Only - Physical Demands

General office jobs: Work is generally performed in an office environment in which there is not substantial exposure to adverse environmental conditions. Must have the ability to remain in a stationary position for extended periods of time. Must be able to operate basic office equipment including telephone, headset and computer. Incumbent must be able to lift basic office equipment up to 20 lbs.

US Only - Disclaimer

To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.

Job Type

Individual Contributor

Australia/New Zealand Only - Advice/Non-Advice

Non-Advice: This role is not authorised to provide financial product advice to retail customers in respect of General Insurance products. Financial product advice, means a statement or recommendation made to a retail customer with the intention of influencing their decision in considering a general insurance product.

Global Disclaimer

The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee's normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.