IT Service Delivery Analyst in Pasig City
November 5, 2009IT Service Delivery Analyst
(National Capital Reg - Pasig City)
Requirements:
Bachelors degree in IT or equivalent experience
Microsoft, ITIL, HDI Certifications is a plus
Knowledge in T-SQL, Oracle is a plus
Windows NT4 and Windows 2000/2003 Server Administration using remote tools
Microsoft Exchange 2000, 2003, 2007 support skills
Working experience with managing Internet access (ISA server management)
Experience with the set up and troubleshooting of hardware and software on Intel based Windows computers in a business environment.
Applicants with Windows services management, security and NT/AD domain models, TCP/IP, Domain Name Resolution, MS Office Application Support, customer support experience are highly desired.
2 to 3 years experience in an IT Helpdesk role or an equivalent combination of education and experience.
Proven working knowledge of call tracking systems, remote operational software and other helpdesk tools. Experience of call centre technology is preferred.
Good verbal and written English communication skills.
Knowledge of other European languages (i.e. French, Italian, Spanish, German, etc.) is a plus
Personal Characteristics:
Candidates must possess excellent conceptual and analytical problem solving abilities and must be able to troubleshoot issues in remote locations where on-site technical support is minimal
Must have good verbal and written communication skills and be able to produce technical documentation
Must be details oriented, able to work and act independently or in a team
Timetable flexibility and initiative
Remote resolution of technical incidents reported by end users regarding:
o PC’s, laptops, printers, network connection, internet access, standard and client’s applications
o Standard and client’s software installation, configuration and update
o LAN and email support to end users
o User management, file access permission management
o Telecom Agent management
Provide phone and remote service assistance
Ensure all work is carried out and documented in accordance with required standards, methods and procedures
Execute maintenance activity according to the procedure, report status about the result, escalate any non-documented or non-standard issue
Maintain daily relationship with IT organizations and Business Customers
Escalate faults/query calls or trouble tickets to IT/Operations/Development Team/Service Delivery Second Line Support or Solution Delivery Development Teams and track until resolution
Transcom Asia
4th Flr. Transcom Center Bldg.,
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Fontera Verde Compound,
Pasig City, National Capital Reg 1600
Telephone: 702-2400 or 702-2447
email address: liza.oafericua@nucomm.net
Get Hired as Service Delivery Senior Analyst in Transcom Asia Pasig
SERVICE DELIVERY SENIOR ANALYST
(National Capital Reg - Pasig City)
Responsibilities:
The Role
The Service Desk Senior Analyst’s role is to act as a Subject Matter Expert for First Line of Support staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Senior Analyst will also contribute to incident and problem resolution by giving in-person, hands-on support to end users at the desktop level.
Operational Management
• Ensure that Service Desk Team is providing first-class service support from initial client contact to closure. Ensure requests are received and handled in a professional manner and logged with sufficient information. Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Manage day-to-day activities with Hands on approach, upholding the industry service standards and expectations to ensure that the team goals and SLA’s are met. Conduct daily shift and periodic meeting to make sure the team understands daily goals, task assignments, and important communications.
• Manage 2nd point of Escalations when SLA & End User Satisfaction fail. Act as a further escalation point for customers and internal IT Support teams.
• Takeover or assist a Service Desk Analyst with their ticket or calls when necessary. Provide floor support when available
Specific Roles
• As a Subject Matter Expert for First Line Support:
o Act as a knowledge/subject expert for specific areas of IT
o Manage Service Support Transition from IT Project or Service Owners to IT Service Desk Team
o Mentor Junior Service Delivery Analysts on the assigned specific areas of IT
o Prepare documentation and training materials for IT Service Delivery Team
o Determine & Recommend individual Service desk Analyst Areas of Improvement. Recommend training or coaching requirement
o Generate Reports in aid to review Trends and Pattern of Volume of tickets calls, emails and tickets/request.
• As a Major Incident Coordinator:
o Assist or take over investigation and resolution of Major Incidents from Junior Service Desk Analysts
o Manage and participate in Major Incident Conference Bridges or Tech Bridges
o Prepare Incident Report for Major Incidents
• As a Problem Coordinator:
o Review Trends, patterns and history of tickets. Recommend Tickets which requires creation of proactive problem tickets
o Coordinate with Tier 2 Techs, 3rd Party Support, about gathering of info and searching for Root Cause for a problem
o Prepare and Update Known Error Database & Troubleshooting Guides once a Problem has been resolved
• As an IT QA Analyst:
o Assist in setting Targets and KPI for Junior Service Desk Analysts
o Review Ticket History, determine areas of improvement, acknowledge positive actions done
o Research and recommend industry standard practices to meet a world class service.
• As IT Business Engagement Coordinator & Relationship Coordinator:
o Coordinate Configuration Change Schedules
o Attend to or manage Operations periodic touch point meeting, to make sure Service Desk is still meeting the SLAs and review areas of improvement
o Review Survey Feedback, conduct investigation and coaching for any negative feedback, and recognize for those given by a positive feedback.
Requirements:
Education:
• College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
• Certifications in ITIL, COBIT or HDI
IT Knowledge & Experience:
• Deep-seated experience with desktop and server operating systems, including MS Windows 2003, XP, MS Terminal Services
• Extensive application support experience with Citrix Metaframe Servers, Avaya Telephony System and knowledge of programming languages, including ADSI Scripting, SQL.
• Working knowledge of a range of diagnostic utilities, including Network Monitoring Systems, Active Directory Tools, etc
• Demonstrated progressive / 3 years experience in the management of a technical support team.
• Proven track record of developing and providing Service Level Agreements and Service Desk deliverables.
• 3 years previous experience in customer service and service desk management
• 3 years previous experience in managing a client service oriented team
Personal Characteristics
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong interpersonal and oral communication skills.
Transcom Center Bldg.
Transcom Asia 4th Flr.
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Frontera Verde Compound, Pasig City
National Capital Reg 1600
Telephone: 702-2400 or 702-2447
email address: liza.oafericua@nucomm.net
