Technical I, Global Service Desk at CNX

Quezon City, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

09 Jun, 26

Salary

0.0

Posted On

11 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Communication Skills, Troubleshooting, Incident Management, Ticket Documentation, CSAT Score Maintenance, Service Level Objective, Root Cause Analysis, Trend Analysis, Knowledge Base Maintenance, Mac OS, Windows, Service Management, MS Office Applications, Instant Messaging, Escalation Coordination

Industry

IT Services and IT Consulting

Description

Job Title: Technical I, Global Service Desk Job Description We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. Join us and be part of this journey towards greater opportunities and brighter futures. Responsibilities: Incident Management • Interact with global remote work at home analysts via phone, email, instant message, etc. to understand their IT issues, then troubleshoot, diagnose and resolve these IT issues involving multiple systems. • Log tickets for each call with clear, and concise documentation of all actions performed in near real-time. • Maintain a CSAT score of 98/10 based on user feedback. • Maintain an individual Service Level Objective of 90% minimum across all tickets regardless of Severity. With a maximum re-open rate of 10%. • All incidents are closed with the proper resolution and closure information which includes but not limited to root cause, and relevance to other tickets. • Prepares and submit an end of shift report of any ticket that needs to be continuously worked on across shifts. Continued Service Improvement • Perform ticket issue trend analysis to identify recurring incidents and issues, and then lead the efforts within IT to determine the root cause(s), the mitigation to prevent reoccurrence, and ensure the mitigation is deployed globally. Goal is to continuously reduce the number of monthly tickets per Technical Support Analyst. • Ensures that the technical knowledge base and technical documentations are kept current. Other • Coordinate with the necessary teams to attend to an incident with all actions, information documented properly and timely. Escalate when issues are not getting resolved. • Help identify outages that impacts the business. • Complete all assigned, mandatory training within the timeframe provided • Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports Skills & Qualifications: • Excellent written and oral communication skills. • Experience working in a Shared Service Environment. • Comprehensive experience with Mac OS and Windows. • Experience in Service Management. • Efficiency in utilizing general office applications (MS office applications) and communication tools (Email Clients, Corporate Instant Messaging). Location: PHL Quezon City - Spark Place 5th Flr Language Requirements: Time Type: Full time If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents Mission: Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.

Responsibilities

The role involves interacting with global remote analysts via various channels to troubleshoot, diagnose, and resolve IT issues across multiple systems, ensuring accurate and timely ticket logging and documentation. Responsibilities also include maintaining high CSAT scores and SLOs, and contributing to continuous service improvement through trend analysis and knowledge base updates.