Analyst (Technical Support)

Korn Ferry; Philippines; On-site; PHP 420,000 - 640,000; Full time

Job summary

Korn Ferry is seeking a technical liaison who will actively deliver one-on-one training and provide helpdesk troubleshooting to colleagues, clients and candidates worldwide. You will handle first- and second-level support requests, coordinate with vendors to ensure uninterrupted service, and keep current with new technologies.

Additionally, you will create clear documentation, train users, enter cases accurately in the system, and triage issues for timely resolution, thriving in a fast-paced

Qualifications

• 2-3 years of troubleshooting/support experience.
• Excellent English language proficiency, both spoken and written.
• Able to work independently and in a team in a fast-paced environment.
• Strong communication and organizational skills.

Responsibilities

• Provide first and second level system/application support.
• Deliver one-on-one training and helpdesk troubleshooting to colleagues, clients and candidates worldwide.
• Coordinate with vendors to ensure uninterrupted service.
• Serve as the organization’s point of contact for system issues and updates.
• Create documentation and instructional guidelines for procedures.
• Log cases accurately and triage/escalate via the ticketing system.

Skills

Communication skills

Troubleshooting

Independent work

Time management

Attention to detail

Tools

Microsoft Office

Job description

In this capacity, you will serve as a technical liaison for various colleagues, clients and/or candidates globally. The ideal candidate for this role will be actively delivering one-on-one training and helpdesk related troubleshooting services enabling higher efficiency in production.

KEY RESPONSIBILITIES/ACCOUNTABILITIES

• Provides and satisfies first and second level system/application support for requests, questions and technical training issues.
• Manages and coordinates with vendors to provide uninterrupted service.
• Serves as the organization’s point of contact for system/application issues, keeping current with ongoing developments and new technologies.
• Balance and organization of all systems/applications and user needs is a constant.
• Provides employee introductions to various systems/applications and training as needed.
• Establishes and provides guidelines for continuous group and one-on-one training and initiates ongoing follow-up with internal/external customers.
• Creates documentation and instructional guidelines for systems/applications procedures and usage.
• Proper case entry documentation into our case management system.
• Use tools to remotely access end user systems and perform corrective actions to resolve the user’s problem.
• Handles both simple and complex troubleshooting issues.
• Resolve the basic and repeatable issues, route tickets appropriately through the support system, document work, and triage and escalat internally.

PROFESSIONAL EXPERIENCE / QUALIFICATIONS / SKILLS

• English language proficiency both spoken and written.
• Must possess superior oral and written communication skills.
• Must have 2-3 years of troubleshooting/support related experience.
• Must demonstrate an ability to work independently, as a part of a team and thrive in an intense environment and handle multiple tasks.
• Attention to detail with excellent organizational and time management skills.
• Should be confident, articulate and experienced in handling sensitive/confidential matters.
• Able to anticipate and resolve problems, resourceful, proactive and service-orientated. Able to creatively “think on your feet.”
• Must be an expert in scheduling, especially in the case of fluid or conflicting priorities.
• Must be computer-literate (all Microsoft products)
• Ticketing System experience preferred.
• Recruitment technology experience preferred.