Service Desk Analyst 1 - MNL at Asurion

Taguig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

13 Jan, 26

Salary

0.0

Posted On

16 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, IT Support, Process Improvement, Incident Resolution, Service Requests, ITIL, Knowledge Base Management, Relationship Building, Training, Application Knowledge, Escalation, Team Collaboration, Empathy, Automation, Self-Service Solutions, Workload Organization

Industry

Computers and Electronics Manufacturing

Description

The Service Desk Analyst 1 is responsible for delivering first-level service and support of end-user service requests and computing issues to include, but not limited to: - Internationally offices and call centers - All remote and work at home employees - External access to internal systems - All end-user devices and software that connect to the Asurion network. The position requires a commitment to end-user satisfaction and experience in driving process improvement. Provide 24/7/365 first level IT support, may require shift work. Work with Asurion end-users to fulfill service requests and resolve incidents that have been raised by approved intake methods, including but not limited to phone and ticket portal. Achieve individual and team goals including quality. Organizes workload to meet deadlines as assigned by the team leadership. Build and maintain relationships with all IT and applicable business units. Maintains awareness of the current and forecasted states of the IT environment. Stay informed of current or changing trends in IT operations including the current and new offered services, policies, procedures and other external changes that could have an impact on service desk services. Adhere to service desk best practices and process frameworks, such as ITIL. Maintain the knowledge base repository, improving end-user satisfaction and reduce costs by increasing first contact resolution. Recommend productivity improvement plans by identify areas of transforming manual processes into automated or self-service solutions. Review and attend training for all current, revised or new offered services for service execution. Maintains a working knowledge of Asurion's applications and system integration. Escalates issues to leadership in a timely and appropriate manner. Develops a proficient level of understanding of the Asurion business models. Adheres to all departmental policies, process and procedures as assigned by the team leadership. Use this site to view the status of applications you’ve submitted and to take action on important tasks related to those applications. Asurion is a global tech solutions industry leader that creates a work culture where employees are valued, regardless of their level or position. Our products and services help nearly 300 million customers worldwide. The Asurion Way informs our values as colleagues and emphasizes that how we work matters just as much as the work itself. Here’s how we practice the Asurion Way: Customer First We provide our customers with excellent service through empathetic, helpful, and simple interactions. Our first step? To listen. One Team We believe that our success depends on collaborating, staying humble, and embracing diverse viewpoints. Divine Discontent We're not afraid to roll up our sleeves and do more. We start small, scale with success, and tap into our full potential to deliver the best products and services. Act with Integrity We take ownership and pride in the work we do. We build trust-based relationships and do what's right-even when no one is looking. Asurion is an equal opportunity employer. We hire the best available person for the job regardless of marital status, sex, gender orientation, age, religious belief, race, nationality and ethnic origin, color, or disability.

Responsibilities

The Service Desk Analyst 1 is responsible for delivering first-level service and support for end-user service requests and computing issues. This includes working with Asurion end-users to fulfill service requests and resolve incidents while maintaining a commitment to end-user satisfaction.