Analyst, IT Service Center

Cardinal Health International Philippines Inc.; Pateros; Hybrid; PHP 250,000 - 420,000; Full time

Job summary

Cardinal Health International Philippines Inc. in Metro Manila is seeking an IT Service Center specialist to resolve customer and client technical issues, respond to inquiries, and act as liaison between users and IT.

The role emphasizes providing a positive technical support experience, diagnosing incidents, working across teams, and maintaining knowledge of Microsoft technologies, ITSM tools, and internal business applications. A hybrid work setup and onsite training are available.

Qualifications

• Bachelor’s Degree in related field or equivalent work experience
• Minimum of 2 years in a Technical Support role, preferably with Global IT Service Desk background
• Strong English communication, problem solving and analytical skills
• Experience with ITSM tools (ServiceNow, Salesforce) in a multi-vendor environment preferred
• Applicable technical certifications are preferred

Responsibilities

• Resolve customer IT issues and respond to inquiries per service level objectives
• Serve as liaison between customers and IT to resolve business issues related to technologies
• Provide a positive technical support experience and professional service
• Assist with questions regarding system procedures, online transactions, and downtime procedures
• Collaborate with end users and technology teams to resolve incidents and support cross-team needs

Skills

English communication

Problem solving

Analytical skills

Flexibility with schedules

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Salesforce

Remote control technologies

Virtual Machines

Internal business applications

Job description

Job Description

What IT Service Center contributes to Cardinal Health

IT Service Center is responsible for resolving customer/client technical issues and responding to inquiries in accordance with service level objectives, processes, and procedures. Serves as liaison between customer/client and IT to resolve business issues related to technologies.

• Provides a positive technical support experience through handling concerns in a highly professional manner.
• Answers questions regarding system procedures, online transactions, systems status, and downtime procedures.
• Partners with end users correlate business requirements to technology solutions.
• Demonstrates appropriate interpersonal skills to manage and deliver exceptional customer service.
• Confers with end users and technology teams to resolve incidents. Ability to work independently or via a team collaboration process.
• Has working knowledge and understanding of Microsoft Technology (O365, MS Teams, OneDrive), User Account Management (password resets/unlock), Virtual Machines, Security Rights, Shared Folder, and Internal Business Applications.

Qualifications

• Bachelor’s Degree in related field or equivalent work experience
• Minimum of 2 years in a Technical Support role, preferably with Global IT Service Desk background.
• Strong English communication, problem solving and analytical skills
• Experience with remote control technologies and ITSM Tool (ServiceNow, Salesforce, etc.) in a multi-vendor environment preferred.
• Applicable technical certifications are preferred.

• Candidates must be flexible with work schedules, including potential reassignment to different teams based on business needs, and be willing to work in a hybrid setup.

• Willing to go on a full onsite training
• Work from Home Ready (with minimum 45mbps internet connection)

What is expected of you and others at this level?

• The role requires flexibility to be cross-trained and perform support functions across different service lines, call types, or business segments as operational demands evolve.

• Analyze issues by probing, triage and documenting all findings to gauge and facilitate the most appropriate response.

• Handles call professionally during all interactions and provide prompt and efficient support.
• Applies standard concepts, principles, and technical capabilities to perform routine tasks.
• Achieve or exceed the targets set based on the standard outlined KPI.
• Works on projects of various scope and complexity.
• Be Flexible for schedule changes due to coverage needs.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

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