IT Service Desk Knowledge & Quality Analyst

American Express Global Business Travel; Manila; On-site; PHP 446,000 - 714,000; Full time

Benefits offered by this job

Health and welfare insurance plans

Learning platform with 20,000+ courses

Retirement programs

Job summary

American Express Global Business Travel is seeking an IT Service Desk Quality and Content Analyst to elevate our technical support experience. The role focuses on evaluating service desk interactions, analyzing performance metrics, and transforming complex technical information into accessible resources.

You will score tickets, manage knowledge bases, create and purge technical documentation, and deliver training to the Service Desk team to drive continuous improvement and a superior end-user

Qualifications

• Quality scoring IT Service Desk tickets and logs.
• Adherence to customer service standards and incident processes.
• Manage and update Knowledge Bases and technical docs.

Responsibilities

• Evaluate and improve service desk interactions for quality.
• Create, update, and purge end-user knowledge materials.
• Deliver training to Service Desk team on new capabilities.
• Develop training materials for new products and functions.
• Validate team understanding of new tech capabilities.
• Identify trends to drive continuous improvement.
• Collaborate with technical owners and IT teams.

Skills

Cross-team collaboration

Stakeholder management

Written English

Data interpretation

Content creation

Time management

Problem solving

Communication skills

Technical proficiency

Education

Relevant IT certification

Tools

Active Directory (AD)

Microsoft 365 (O365)

Zoom

Windows OS

Job description

American Express Global Business Travel is seeking an IT Service Desk Quality and Content Analyst to elevate our technical support experience. The role focuses on evaluating service desk interactions, analyzing performance metrics, and transforming complex technical information into accessible resources.

You will score tickets, manage knowledge bases, create and purge technical documentation, and deliver training to the Service Desk team to drive continuous improvement and a superior end-user