global service desk tier 1 analyst ( Contractual)Abbott

JOB DESCRIPTION:
KEY RESPONSIBILITIES
Troubleshoot hardware (company issued equipment), software, networking, remote access & terminal server connectivity issues in addition to providing mobile devices support for all Alere employees and any third party consultants
Client account password control, right issuance via AD groups and internally used company application account creations
Assist with quality assurance and collaborate with other departments
Manage (open, assign, update, resolve, close) tickets in the current service desk system and ensure timely resolution of issues or escalation to proper group for additional support while reporting back to the customer
Research, resolve and respond to incoming questions in a timely manner specified within the service level agreement
Provide escalated support for enterprise applications and network related issues
Escalate and Dispatch problems to support personnel when appropriate via documented escalation procedures
Provide remote telephone support
Abide by all ARDx IT Policies and Procedures pertaining to security of data, the network and its applications, proper account access and management, and general Standard Operating Procedures
Undertake any other duties reasonably requested to meet business needs
GENERAL ROLE REQUIREMENTS
Excellent interpersonal and communication skills (both written and verbal), able to relate with users, service providers, and management
Self-motivated, team oriented approach, able to operate effectively in a busy environment
Works on diverse range of support issues requiring ability to independently identify, evaluate and resolve problems
Works under direction to produce solutions in support of customer service level agreements
Works proactively and uses own initiative to ensure business needs are met effectively
Ensures all solutions adhere to applicable change control requirements
Addresses immediate service needs of all end users regardless of Business Unit affiliation
Good time management skills, with proven ability to prioritise and organise a demanding workload, adapting to fit the changing needs of the business
Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner
Self-motivated and team oriented approach, able to work well with direction and independently
Strong problem-solving skills, with the ability to combine technical knowledge and customer support skills to successfully and repeatedly instruct people on the steps to take to solve computer problems
Carries out duties in compliance with established business policies
Demonstrates commitment to the development, implementation and effectiveness of Abbott Quality Management System per ISO, FDA, and other regulatory agencies
Responsible for exhibiting professional behaviour with both internal/external business associates that reflects positively on the company and is consistent with the company's policies and practices
Understands and is aware of the quality consequences which may occur from the improper performance of their specific job. Has awareness of device defects that may occur in their area of responsibility, including product design, verification and validation, manufacturing and testing activities
Perform other duties and projects as assigned
DIMENSIONS
EDUCATION / EXPERIENCE
ESSENTIAL
A degree or equivalent qualification in Computer Science or related discipline; or relevant work experience
Significant experience of providing customer service, service desk, computer training and PC / desktop support in a high output, dynamic environment
Experience of working in a team oriented service desk environment, with the ability to positively contribute to cross functional teams
Able to learn new processes quickly, committed to keeping knowledge and skills up to date
Understanding of the following technologies:
Active Directory user functions (ADS and Exchange).
Windows Operating Systems (XP, 7, 10, Server 2003/2008/2012)
Microsoft Office software (Outlook, Word, Excel, PowerPoint and Skype for Business)
Knowledge of anti-virus / anti-malware programs
Wireless technology
Previous experience supporting personal computers on Windows XP, Windows 7 and Windows 10 Workstation operating systems in a networked environment
Experience in troubleshooting computer hardware, software or network
DESIRABLE
SOX compliance knowledge
ITIL framework knowledge
Support bespoke/in-house software systems
ServiceNow knowledge
JOB FAMILY: IT Operations
DIVISION: ARDx Abbott Rapid Diagnostics
LOCATION: Philippines
Taguig City : Bonifacio One Technology Tower
ADDITIONAL LOCATIONS:
WORK SHIFT: Standard
TRAVEL: No
MEDICAL SURVEILLANCE: No
SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Abbott

Taguig City, Metro Manila
Permanent
Full-time