Job Purpose:
The role holder will function as an Application Expert / Lead in the Service Desk team within dnata Travel IT with an objective to:
- Provide 1st level support for dnata Travel B2B/B2C applications
- Analyse the service incidents (app. support) received directly from end users & incidents raised by technical vendors which are categorized as functional
- Monitor health of B2B/B2C Application and Server.
- Ensure service incidents are resolved within SLA, providing continuous updates to business users on status
- Guide business users on adhering to Standard Operating Procedures & Business Processes on systems
- Identify risks of delay in incident resolution & escalate to Team Lead
- Ensure Knowledge Base & FAQ are continuously updated with root cause analysis
- Ensure Service incidents are closed with accurate comments & categories to help in accurate data output Service Desk performance reporting
- Identify opportunities of reducing service incidents through various methods such as Training, system automation, etc.
- Provide administrative support on systems to configure & manage Master setups, System rules, end-user access, etc.
- Conduct testing on system defect fixes and ensure sign-off is provided within agreed timelines
- Seek opportunities to improve optimum & effective use of business systems
Minimum Requirements:
- Applicants must be willing to work and relocate to Clark, Pampanga.
- Applicants must be a Filipino citizen or have a relevant residence status
- Must be a graduate of Information Technology, Computer Engineering or any related course
- Additional qualification in IT / Computer Science or ITIL or Service Management is an advantage, but not mandatory
- Minimum 3 years experience of which at least 2 years in a Service Desk role
- Experience in specific business areas such as B2B or B2C
- Demonstrated problem solving & process improvement experience
- Experience in the travel industry is an advantage, but not mandatory
- Strong skills in problem solving
- Demonstrable logical, creative, and analytical thinking skills
- Excellent written and verbal communication skills
- Proficiency in MS-Office applications
- Proficiency in computer software design and testing
Key Responsibilities and Accountabilities:
- For system defects, prepare test plans for user acceptance testing and prepare training plans/update user guides/knowledge base for the release of systems defects.
- Analyse and diagnose production Application and Server alerts based on performance and capacity.
- Provide on-time updates to business users on upcoming system releases & defect fixes, including outages
- Drive the adoption of Service management processes & techniques to achieve the resolution of incident tickets within agreed SLA's meeting business expectations
- Follow Standard Operating Procedure to drive adherence of service incident management. Provide high quality system support to the users by encouraging best practices to improve the productivity & cost efficiency
- Develop and leverage relationships with business operational staff & technical team members to define & deliver service to SLA's.
- Monitor service incidents continuously ensure timely resolution, flagging risks to Team Lead
- Provide training/support to the business for assigned systems and drive improvements & changes recommended in the Causal Analysis reports
- Ensure Standard Operating Procedure, Knowledge Base, User Guides & all system documentation are up to date and available for use by the team & end-users
- Perform necessary testing for system defects, report the deviations through proper documentation and ensure the system is delivered in accordance with the specification
- Other task may be assigned
Key Competencies:
- Delivery
- Open to Opportunity
- Collaboration
- Drive
- Engaging Others
