Manila - Technical I, Global Service Desk (Multilingual French Speaker)

Responsibilities:

• Interact with global remote work at home analysts via phone, email, instant message, etc. to understand their IT issues, then troubleshoot, diagnose and resolve these IT issues involving multiple systems.
• Log tickets for each call with clear, and concise documentation of all actions performed in near real-time.
• Maintain a CSAT score of 98/10 based on user feedback.
• Maintain an individual Service Level Objective of 90% minimum across all tickets regardless of Severity. With a maximum re-open rate of 10%.
• All incidents are closed with the proper resolution and closure information which includes but not limited to root cause, and relevance to other tickets.
• Prepares, and submit an end of shift report of any ticket that needs to be continuously worked on across shifts

• Perform ticket issue trend analysis to identify recurring incidents and issues, and then lead the efforts within IT to determine the root cause(s), the mitigation to prevent reoccurrence, and ensure the mitigation is deployed globally. Goal is to continuously reduce the number of monthly tickets per Technical Support Analyst.
• Ensures that the technical knowledge base and technical documentations are kept current.

• Coordinate with the necessary teams to attend to an incident with all actions, information documented properly and timely. Escalate when issues are not getting resolved.
• Help identify outages that impacts the business.

Skills & Qualifications:

• French Speaker.
• Excellent written and oral communication skills.
• Experience working in a Shared Service Environment.
• Comprehensive experience with Mac OS and Windows.
• Experience in Service Management.
• Efficiency in utilizing general office applications (MS office applications) and communication tools (Email Clients, Corporate Instant Messaging)