Primary DetailsTime Type: Full timeWorker Type: EmployeeResponsible for providing high level of customer experience and resolution from various communication channels: phone, chat, email and portal for first level IT technical support globally covering both internal and external users. Perform IT Service Desk activities including the capture, analysis, escalation and management of Incident and Service Requests in alignment with IT policies and procedures.Primary Responsibilities

Performing problem and Level 1 incident management activities including receiving communications from customers from a variety of mediums, analysing, documenting and managing the incident or problem.
Providing excellent customer service through daily customer interactions.
Take ownership and responsibility of issues from start to successful resolution.
Performs troubleshooting with end-user issues on various software applications, hardware, network, telecommunication systems and remote desktop support.
Assisting in the development and maintenance of QBE problem and incident management processes and procedures.
Managing Incidents or Requests in alignment with QBE IT processes and procedures.
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 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 Education Specifics
IT or Engineering Preferred Experience
Prior experience in an ITIL based environment an advantage
At least 2 years Prior IT Help desk/Service Desk experience is required Preferred Licenses/Certifications
Call Centre Management Certifications an advantage
Microsoft Certified Professional
Microsoft Certified Solutions Expert
Cisco Certified Network Associate (CCNA)
ITIL V3 Foundation Training or Certification
Candidates must achieve a minimum 9+ John Clements English language proficiency score Preferred Knowledge
Prior experience in an ITIL based environment an advantage
Fundamental knowledge of Windows Operating Systems (Vista, 7,8.1)
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
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 teamAll 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:

How to Apply:

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Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.

IT Service Desk Analyst