EASTWOOD | service desk analyst iMajorel (Formerly Arvato Bertelsmann)

Job Description
We design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance - essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real Majorel difference lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile - all pulling together as One Team. It's the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.
Department:Information Technology, GISMReporting to:Supervisor, Global Service Desk
Supervises:NoFLSA:Exempt
Company Summary:
At Majorel, we measure our success through the successes of our customers. Our DNA is built upon Customer Obsession, Ownership and Continuous Improvement (Hustle). We achieve our goals by means of experience, state-of-the-art technologies, creativity, passion and a commitment to quality, innovation and having fun! Come and join our team today!
Position Summary:
Responsible for the delivery of IT Global Service desk and associated support services for the user community across all Majorel Sites. Methods of delivery will include in via telephone, email and remote users.
Overall Responsibilities:
(This position may not include all of the listed duties, nor do all of the listed examples include all tasks, which may be found in this classification.)
Acts as the initial point of contact for phone calls, ticketing and emails from internal staff and client regarding IT issues and request
Receiving, logging and managing calls from internal staff via telephone, ticket and email
First line support - troubleshooting of IT related problems of software, hardware Laptops, PCs and Printers
Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) periods, meeting or exceeding user's requirements and expectations.
Effectively manage Incidents and Service Requests and ensuring information is captured for future reference and analysis, in line with ITIL principles.
Troubleshoot basic network issues and first level technical issues.
Take ownership of user problems, High Severity Issues/Outages and follow up the status of problems on behalf of the user and communicate progress in a timely manner
Maintain a high degree of customer service for all support queries and adhere to all service management principles
Liaise with internal support teams and external service providers as required to resolve Incidents and complete Service Requests, to ensure compliance with SLA's and OLA's
Escalate unresolved request/incident to the infrastructure support team and back end team
Windows AD / network collaboration, Management of access management across domains / organizational systems and reconciliation
Communicate progress and follow up in a timely manner to the Operations and responsible support groups
Requesting RCA/RFO from the responsible support group
RSA VPN basic access management and support
Updating Role Matrix Tracker and access management tracker on time
Sending Daily reports on open tickets and End of Day Report
Publishing support documentation to assist staff with requests for information & provide staff training if required
Job Requirements:
An ITIL qualification is preferable but not required.
MCP certification would be desirable
College/Associates Degree in Information Technology or bachelor's degree in related field
Minimum of 2 years of experience in a technical support environment or similar role
Self-motivated achiever who gains satisfaction from providing excellent customer service with proven track record in achieving customer satisfaction and end-user satisfaction
Excellent and effective communication and presentation skills - written, verbal and telephone manner
Excellent organizational skills
Proven problem solving and troubleshooting skills, facilitating the efficient and effective identification of problems and application of appropriate solutions.
Experience in Windows and Apple Operating System and basic AD / GPO management.
Incident Management experience - Managing incidents including business expectations and communication
Diagnostic and analytical skills for software and general application knowledge
Basic User & Security Group Active Directory administration
Strong knowledge of various OS and software such as Windows 10, MS Office Suite (Word, Outlook, Teams, Excel, PowerPoint, Visio, Access & Project)
Sound knowledge of Microsoft Office products and experience with using and troubleshooting Outlook 2013 within a network environment (permissions, calendar sharing, delegation)
Basic to intermediate computer abilities with the understanding of terminology and functionality.
Basic Experience with VOIP applications and working experience, Cisco IPCC, CM, AVAYA or ASPECT
Experience with network monitoring tools like Solar winds.
Experience with Service Now ticketing system or similar
Ability to multitask - Sense of urgency maintain a positive attitude
Language Requirements:
Excellent Communication in English or French or German and Spanish (depending on the site requirement)
Skills & Competencies
The table below provides a list of the competencies and associated rankings required at each level in this role.The ranking generally increases as the position level increases because it is expected the individual will develop his or her skills while working within each role level. The competency rankings below stipulate the minimum level of skill required for entry into each position.
0 - Entry/Limited
1 - Competent
2 - Advanced/Coach
3 - Expert/Mentor
Functional Competencies
SD I
SD II
SD III
Years of Experience
1
4
6
Acts as triage resource to associates for IT Incidents and Service Requests
0
2
6
Associate (end-user) Training
0
2
6
Associate (peer) coaching and mentoring
0
5
6
Provides data for the creation of Knowledge Base articles
1
2
3
Interacts with IT staff and vendors in testing, operational support and troubleshooting of complex system hardware and software problems
0
1
2
Knowledge management concepts and techniques and ability to document problem/solutions
0
1
2
Knowledge of incident and problem management processes
1
2
2
Quality assurance techniques
0
1
2
Researches information technology trends
0
1
1
Problem-solving & Troubleshooting skills
1
2
3
Ability to articulate and communicate remotely
1
2
3
Ability to multitask and prioritize workload
1
2
3
Soft Skills
Ability to communicate effectively both verbally and in writing
1
2
3
Presentation and facilitation skills
0
1
2
Customer service skills
1
2
3
Proficient in Microsoft Office applications
1
2
3
Time management skills
1
2
2
Ability to establish and maintain effective working relationships with peers, subordinates, management, and 3rd party vendors
0
1
2
Self-motivated and directed, with attention to detail
1
2
3
Ability to adjust to changing priorities in a dynamic environment
1
2
2
General business knowledge
0
1
2
Professionalism, judgment, and discretion
1
2
3
Physical Demands & Work Environment:
While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long period.The employee is occasionally required to stand, walk, and reach with hands and arms.The employee regularly uses office equipment such as multi-line telephone systems, fax machine, copy machine, calculator.Employee will regularly use a computer for extended period. The employee must occasionally lift and/or move up to 10 pounds.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Standard General Security Roles and Responsibilities
Understand and adhere to policies, guidelines and procedures pertaining to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role.
Undertake periodic information security, safety and business continuity training and other such training prescribed for the group in a timely manner.
Enforce information security policies and initiatives within operational scope
Participate in incident response, safety and business continuity plan tests and drills whenever required.
Perform the Checker function by ensuring regular floor walks and other checks happen to ensure that operational security requirements are always met with .
Proactively report actual or suspected vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company's Incident Reporting Process.
Ensure timely closure of security incidents within the team.
Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race,color,creed,religion,sex,gender,genderidentity,sexualorientation,maritalstatus,politicalaffiliation,union membership,nationalorigin,ancestry,citizenshipstatus,veteranstatus,age,physicalormentaldisability,genetic informationoranyotherstatusprotectedbyapplicablefederal,stateorlocallaw.Equalemploymentopportunity willbeextendedtoallpersonsinallaspectsoftheemployer-employeerelationship,includingrecruitment,hiring, upgrading, training, promotion, transfer, discipline, layoff, recall andtermination.