Global IT Service Desk Analyst: End-User Tech Support

QBE Insurance; Philippines; On-site; PHP 240,000 - 420,000; Full time

Job summary

QBE Insurance is seeking an IT Service Desk professional to deliver exceptional customer service and technical support to internal and external users globally. You will handle incident and service requests in line with IT policies and procedures, providing Level 1 support across software, hardware, network, and remote desktop issues.

The role requires prior IT help desk experience, familiarity with ITIL processes, and a tertiary degree or equivalent.

Qualifications

• Necessary qualifications include a tertiary degree or equivalent combination of education and work experience.
• Experience in an ITIL based environment is advantageous.
• Prior IT Help desk/Service Desk experience is required.
• Preferred: IT or engineering qualification.

Responsibilities

• Perform problem and Level 1 incident management activities, including analysing, documenting, and managing incidents from various customer communication channels.
• Provide excellent customer service through daily interactions.
• Take ownership and responsibility for resolving issues.
• Troubleshoot end-user issues on software applications, hardware, network, telecommunication systems, and remote desktop support.
• Assist in developing and maintaining problem and incident management processes and procedures.
• Manage Incidents or Requests following IT processes and procedures.
• Willing to work on shifting schedules, including holidays and weekends, to meet operational requirements.
• Continuously evaluate operational risks and improvement opportunities, applying sound judgment to assess impacts and taking timely actions to prevent risks by integrating risk thinking into daily decisions and delivery behaviours against plans by agreed dates.

Skills

Case Management

Communication

Critical Thinking

Customer Value Management

Help Desk Support

Information Technology (IT) Support

Intentional collaboration

IT Service Management (ITSM)

Managing performance

Problem Solving

Process Improvements

Risk Management

Stakeholder Management

Technical Support

Troubleshooting

Education

Tertiary Degree or equivalent combination of education and work experience

IT or engineering qualification

Job description

QBE Insurance is seeking an IT Service Desk professional to deliver exceptional customer service and technical support to internal and external users globally. You will handle incident and service requests in line with IT policies and procedures, providing Level 1 support across software, hardware, network, and remote desktop issues.

The role requires prior IT help desk experience, familiarity with ITIL processes, and a tertiary degree or equivalent.