Senior service desk analyst

Primary Details

Time Type: Full time

Worker Type: Employee

Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.

Primary Responsibilities

• Acts as technical escalation for Service Desk Analysts for any issue prior to being escalated to L2 to ensure proper technical resolution was done and proper process followed
• Conducts trend analysis on most common issues escalated and propose & implement ways to improve SLAs
• Handling of Incidents or Requests in alignment with QBE IT processes and procedures individually if required – transferred from policy/procedures
• Assists in the development and improvement of QBE problem and incident management processes and procedures
• Researches and documents technical solutions using all available resources to update KBs which may require coordination with other resolver groups (both internal and external to QBE)
• Identifies and documents improvements to technical resolution processes
• Assists in review of new scope being given to the GSD on technical and process feasibility
• Provides guidance and expertise for issues within existing processes and procedures
• Aides SDAs to ensure all tickets handled are up-to-date and in progress towards resolution
• Addresses customer escalations on technical and process-related concerns
• Assists in creation and maintenance of capability level measurements for GSD
• Analysis of escalation trends and provide insights to improve training
• Provides insights to team direction for improvement
• Conducts trend analysis on raised issues and proposes and implements ways to improve issue prevention
• Provides technical expertise and mentoring to Service Desk Analyst based on scorecard results and escalations
• Provides technical training to new hires
• Acts as Officer-in-charge when team leader is unavailable
• Establish rapport and collaborative team environment with mentees
• Provides input to performance management process
• Coordinates and supervises routine day-to-day work
• 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

Required Experience

• 2 years relevant 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 Experience

• 2 years prior IT help desk / service desk experience is required
• Prior experience in an ITIL based environment an advantage
• 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

Preferred Licenses/Certifications

• ITIL V3 Foundation Training or Certification
• Bachelor’s Degree preferably in the field of Information Technology or Engineering
• Candidates must achieve a minimum 9+ John Clements English language proficiency score

Preferred Knowledge

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

Skills: Adaptability, Analytical Thinking, Case Management, Communication, Critical Thinking, Customer Service, Customer Value Management, Help Desk Support, Information Technology (IT) Support, Intentional collaboration, IT Service Management (ITSM), Managing performance, Risk Management, Stakeholder Management, Technical Support

How to Apply: To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity: QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates. We are an international insurer and reinsurer offering a diverse portfolio of commercial, personal and specialty products, as well as risk management solutions. Our product portfolio includes property, motor, crop, energy, marine and aviation. We employ a team of around 13,000 people in 26 countries around the world. Learn more about QBE Careers today.