IT Service Desk Analyst

QBE Group Shared Services Centre; Cebu City; On-site; PHP 300,000 - 420,000; Full time

Job summary

QBE Group Shared Services Centre in Cebu City, Philippines is seeking a capable IT Help Desk professional to deliver first-line technical support and incident management across global users. You will handle multi-channel inquiries, document issues, and work closely with teams to resolve problems promptly.

The role requires ITIL knowledge, prior helpdesk experience, and strong communication skills to ensure reliable service, adherence to IT policies, and continuous process improvements.

Qualifications

• Tertiary Degree or equivalent combination of education and work experience.
• 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

ITIL knowledge

Helpdesk experience

Customer service

Incident management

Troubleshooting

Technical support

Communication

Collaboration

Problem solving

Process improvements

Risk management

Documentation

Education

Bachelor’s degree or equivalent

Tools

ITSM tools

Job description

Primary Details

Time Type: Full timeWorker Type: Employee
The purpose of this role is to deliver exceptional customer service and technical support to both internal and external users globally through various communication channels. This includes handling IT Service Desk activities such as incident and service request management in accordance with IT policies and procedures.

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.

Work Experience

Preferred Work Experience includes:

• Experience in an ITIL based environment is advantageous.
• Prior IT Help desk/Service Desk experience is required.

Qualifications

Necessary Qualifications include:

• Tertiary Degree or equivalent combination of education and work experience.

Preferred Qualifications include:

• IT or engineering qualification.

Global Disclaimer

The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee’s normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.

US Only Disclaimer

To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.

US Only: Travel frequency

Infrequent (approximately 1-4 trips annually)

US Only: Physical demands

General office jobs: Work is generally performed in an office environment in which there is not substantial exposure to adverse environmental conditions. Must have the ability to remain in a stationary position for extended periods of time. Must be able to operate basic office equipment including telephone, headset and computer. Incumbent must be able to lift basic office equipment up to 20 lbs.

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

Equal Employment Opportunity

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.