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Global Help Desk Analyst – Financial Applications
Global Help Desk Analyst – Financial Applications
Global Help Desk Analyst – Financial Applications
Date Posted:
2010-05-27
Call Center Company: B&M Global Services Manila
Description:
B&M Global Services Manila is looking for individuals who are qualified for the position of Global Help Desk Analyst – Financial Applications.
Successfuly applicants for Global Help Desk Analyst – Financial Applications will have a great career in B&M Global Services Manila.
Responsibilities:
This position will be responsible for providing consistent high quality customer service and support for Baker and McKenzie’s Global financial applications. Also responsible for resolving issues in a timely and efficient manner, and escalate to support groups when necessary.
Represent as a source of contact for users needing technical assistance.
Provide level 1 initial assessment and troubleshooting of inbound issues.
Answers end users’ questions when possible and appropriate.
Record, track and monitor incidents and service requests following the defined Incident Management Process. Provide an accurate record of each incident description and resolution.
Manage resolution of issues efficiently and professionally. Monitors on-going jobs and ensures immediate resolution of the reported problem.
Liaise between end user community and technical teams towards resolution of the reported problem.
Escalate incidents to the appropriate second level support team and coordinate support for unresolved technical issues, following defined escalation procedures.
Follow up on SLA breach notifications.
Provide on-time status and communication to end users regarding outstanding and resolved incidents.
Proactively increase the efficiency of the day-to-day operations by suggesting improvements regarding tools and processes.
Maintain a strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading and participating in projects and improvement initiatives.
Communicate to management on high-impact technical issues.
Follow Global Help Desk procedures, policies and processes diligently and accurately.
Provide back-up support for other team members, as required.
Any other project or tasks assigned by management
Requirements:
Minimum of 3 years prior technology Help Desk experience in a problem-solving capacity.
Minimum of 3 years experience with incident management tools.
Good process methodology experience
Excellent verbal, written, communication skills.
Must be able to speak and write fluent English with advanced grammar and composition skills
Excellent Customer Service skills.
Thoroughness in terms of following defined processes diligently and accurately.
Drive and ability to see problems through to resolution
Well-developed inter-personal skills and ability to work in a team environment.
Ability to quickly learn and understand new technology and applications.
Has initiative, sense of responsibility and commitment to work
Willing to work overtime as necessary
Willing to work on shifting schedule
Able to work in fast paced, stressful environment
Accounting background or knowledge of financial applications
Excellent problem solving skills, from both systems and accounting
Call Center Directory advises to all job seekers to apply as walk-in applicant for Global Help Desk Analyst – Financial Applications job opening of B&M Global Services Manila.
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