IT Service Desk Quality and Content 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

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry.

We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

The IT Service Desk Quality and Content Analyst elevates our technical support experience by evaluating service desk interactions, analyzing performance metrics and turning complex technical information into accessible resources.

What You’ll Do

• Quality scoring of IT Service Desk tickets, ensuring:


• Accurate logging and documentation


• Adherence to customer service standards


• Compliance with incident management processes


• Manage the Technical and User Knowledge Bases


• Create, update and purge technical documentation


• Maintain a current, relevant end-user knowledge base


• Identify demand trends to drive continuous improvement


• Deliver training and knowledge transfer


• Design and deliver training sessions for the Service Desk team


• Develop materials for new and updated products and functions


• Validate the team's understanding of new technical capabilities

What We’re Looking For

• Technical proficiency


• In-depth understanding of GBT IT infrastructure


• Strong knowledge of core technologies (AD, O365, Zoom, Windows)


• Ability to interpret and translate technical information


• Proficiency in data interpretation and reporting


• Communication and evaluation skills


• Exceptional written English for web and print


• Skill in creating content for diverse technical audiences


• Ability to apply consistent scoring across interaction types, assessing communication effectiveness, problem resolution, compliance and customer experience


• Stakeholder management


• Exceptional cross-team collaboration with Service Desk teams, technical product owners, IT infrastructure teams and end-user groups


• Personal qualities


• Strong time management, prioritization and attention to detail


• Commitment to high-quality user experience, proactive problem-solving, and empathy and patience in technical communication


• Adaptable, self-motivated and collaborative


• Preferred Qualifications


• Relevant IT or technical certification


• Previous IT service management experience


• Background in technical writing or documentation


• Location Manila, Philippines

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT. Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family. Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals. Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

We strive to champion Inclusion in every aspect of our business at Amex GBT.

You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

And much more!

This role is for CWT, a member of the American Express Global Business Travel family of companies.

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities.

Please let your recruiter know if you need an accommodation at any point during the hiring process.

For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;”