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Technical Support Analyst

Technical Support Analyst

CHAMPContern, LU
6 days ago
Job description

Location : Manila

Responsibilities :

  • Provide first level support through the effective management of all incoming customer tickets and queries. This includes, but is not limited to : Gather all pertinent information from customers to ensure a full understanding of the query and / or issue raised Provide in-depth analysis including testing, resolution where applicable & updating the customers timely Manage all incoming calls and emails Screen, categorize and prioritize the support mailbox for dispatching and coordinating with 2nd and 3rd level support within SLAs using ITSM software tools Track all calls and their status Escalate and / or redirect queries and / or issues as required to the appropriate internal team(s) and / or vendor(s) Provide timely updates to the customer regarding the status of their queries and / or issues
  • Manage Major Incidents by following major incident management process & communication (customers & internal management)
  • Manage Service Desk tickets following ITIL guidelines as outlined in the Service Desk Call handling procedures or as directed by the Team Lead and
  • Provide deeper analysis with some assistance from seniors to solve call tickets
  • Provide support to customers regarding the problem-solving processes
  • Update customer data and produce activity reports
  • Create Knowledge Base articles and update document repository
  • Recommend process & procedure modifications or improvements where required
  • Assist GOC members assigned to IT related projects (medium / high profile) under the supervision of the Global Operations Centre Management
  • Build and maintain relationships with key support teams and assignment groups within CHAMP
  • Grow personal understanding of CHAMP’s portfolio of Products, GOC policies, procedures, and services
  • Liaise and coordinate with all parties involved in the scheduling of configuration updates and new software deployments
  • Has no discretion to vary from established procedures by performing a structured work assignment
  • Use existing procedures to solve routine or standard problems

Knowledge, Skills and Abilities :

  • Knowledge of ITIL Service Management
  • Excellent customer service skills
  • Continues to build knowledge of the organisation, processes, and customers
  • Use prescribed guidelines or policies to analyze, troubleshoot and resolve complex issues
  • Receives a moderate level of guidance and direction
  • Strong communication skills (verbal and written)
  • Well-developed time management
  • Flexible, dynamic, and creative
  • Well established organization, multitasking, and prioritization skills
  • Clearly client-oriented with a strong focus on quality and efficiency
  • Ability to adapt 9-hour rotating shift schedule
  • Knowledge of ITIL service desk & tool (ServiceNow, JIRA)
  • Knowledge of air cargo industry an asset
  • Languages : Fluent English (verbal and written); other languages considered an asset
  • Has conceptual knowledge of fundamental theories, principles, and practices

    • Education and Experience :

  • Bachelors Degree graduate in Information Technology or equivalent
  • 2+ years of ITIL Service Desk and / or technical operations support experience
  • Typically requires a college or university degree or the equivalent work experience

    • Security : the successful candidate will have to comply with CHAMP Security Requirements (including but not limited to CHAMP’s IT Security Policies, especially the ISMS Policy and the Acceptable Use Policy, mandatory courses, confidentiality and data protection, use of company assets, and incident reporting)

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