The Role
The main purpose of the Specialist is to work with the rest of the Technology support team to provide efficient and flexible technology support to internal clients and across all internal technology platforms.
Location: Manila
Responsibilities:
- Take ownership and responsibility for managing medium - high complexity support tickets and queries (allocated to them by the Co-ordinators)
- Provide 1st/2nd support
- Ensure all tickets and queries that come into the team are accurately and securely processed within the ServiceNow to agreed SLA's
- Manage and own ad hoc technology projects
- Provide continual process improvement across the team and function
- Build and maintain strong working relationships within the team, with Internal Technology and 3rd party vendors to ensure delivery against SLA's and a consistently high quality of service.
- Maintaining the knowledge base and updating the technical documentation
- Providing support, guidance and training for existing and new team members
Skills and experience
- At least 3 years of experience in ServiceDesk
- Fluency in English - Ability to communicate at all levels internally and externally skills including via telephone and e-mail
- Act as a role model for the team
- Strong attention to detail
- Proactive problem-solving skills
- Experience of recruitment technology products (ATS), i.e. Fieldglass, Talentlink, etc
- Good knowledge of Excel
