Senior Service Desk Analyst

QBE North America

Cebu City, Philippines
Fully remote
2 years relevant it experience
Bachelor's degree in it or engineering
Fluent english communication skills
This role acts as a technical escalation point for Service Desk Analysts to ensure proper resolution before L2 escalation

Job Summary

  • This role acts as a technical escalation point for Service Desk Analysts to ensure proper resolution before L2 escalation.
  • The incumbent is responsible for conducting trend analysis on common issues to propose and implement improvements to SLAs.
  • Candidates must be willing to work shifting schedules including holidays and weekends at locations in Cebu City or Taguig City.

Matching Summary

This role acts as a technical escalation point for Service Desk Analysts to ensure proper resolution before L2 escalation.

Skills & Requirements

Must-have

  • 2 years relevant IT experience
  • Bachelor's Degree in IT or Engineering
  • Fluent English communication skills
  • ITIL based environment knowledge
  • Microsoft Active Directory support
  • Citrix and remote control technologies

Nice-to-have

  • Outstanding problem solving skills
  • Customer-centric attitude
  • Team collaboration and mentoring
  • Positive attitude to customer
  • Experience with O365/Exchange support
  • Peripheral device troubleshooting

Key Requirements

  • Minimum 2 years relevant IT experience
  • Bachelor's Degree required
  • John Clements English score of 9+
  • ITIL V3 Foundation Certification preferred
  • Willingness to work flexible shifts

Work Rights

Not specified

Tailored Resume

Cover Letter