Analyst (Technical Support)

Korn Ferry; Taguig; On-site; PHP 446,400 - 669,600; Full time

Job summary

Korn Ferry is seeking a technical liaison to deliver one-on-one training and provide helpdesk support for colleagues, clients, and candidates worldwide. The role emphasizes troubleshooting and proactive assistance to improve production efficiency.

Responsibilities include first/second level support, vendor coordination, documentation, and guiding users through systems while maintaining confidentiality in a fast-paced environment.

Qualifications

• English language proficiency both spoken and written.
• Superior oral and written communication skills.
• 2-3 years of troubleshooting/support related experience.
• Ability to work independently, as part of a team, in a fast-paced environment and handle multiple tasks.
• Attention to detail with strong organizational and time management skills.
• Ability to handle sensitive/confidential matters confidently.
• Resourceful, proactive and service-oriented with quick thinking.
• Excellent scheduling skills, especially with shifting priorities.
• Computer-literate with proficiency in all Microsoft products.
• Ticketing system experience preferred.
• Recruitment technology experience preferred.

Responsibilities

• 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.
• Balances and organizes all systems/applications and user needs.
• 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.
• Uses tools to remotely access end user systems and perform corrective actions to resolve the user's problem.
• Handles both simple and complex troubleshooting issues.
• Resolves basic and repeatable issues, routes tickets appropriately through the support system, documents work, and triages and escalates internally.

Skills

English proficiency

Strong communication

Independent worker

Team player

Attention to detail

Problem solving

Time management

Confidential handling

Scheduling expertise

Microsoft Office

Tools

Ticketing system

Recruitment technology

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.