EASTWOOD | Service Desk Analyst I and II

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands.  Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Department:      Information Technology, GISM                  Reporting to:     Supervisor, Global Service Desk

Supervises:        No                                                                          FLSA:                     Exempt

Company Summary:

At Majorel, we measure our success through the successes of our customers. Our DNA is built upon Customer Obsession, Ownership and Continuous Improvement (Hustle). We achieve our goals by means of experience, state-of-the-art technologies, creativity, passion and a commitment to quality, innovation and having fun! Come and join our team today!

Position Summary:

Responsible for the delivery of IT Global Service desk and associated support services for the user community across all Majorel Sites. Methods of delivery will include in via telephone, email and remote users.

Overall Responsibilities:

(This position may not include all of the listed duties, nor do all of the listed examples include all tasks, which may be found in this classification.)

·         Promptly allocates calls as appropriate.

·         Logs incidents and service requests and maintains relevant records

·         Identifies and classifies incident types and service interruptions

·         Records incidents cataloging them by symptom and resolution

·         Records and tracks issues from outset to conclusion.

·         Systematically interprets user problems and identifies solutions and possible side effects.

·         Uses experience to address user problems and interrogates knowledgebase and resources for potential solutions.

·         During change, acts systematically to respond to day- by- day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements

·         Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.

·         Escalates complex or unresolved incidents.

·         Access Creation/Deactivation following Service Level Agreement

·         Resolves issues for Majorel Access Network and M365.

·         Maintains records, informs users about the process and advises relevant persons of actions taken.

·         Basic Incident and Outage Management

·         Sending Daily reports on open tickets and End of Day Report

Job Requirements:

·         College/Associates Degree in Information Technology or bachelor’s degree in related field 

·         Minimum of 2 years of experience in a technical support environment or similar role

·         Self-motivated achiever who gains satisfaction from providing excellent customer service with proven track record in achieving customer satisfaction and end-user satisfaction

·         Excellent and effective communication and presentation skills - written, verbal and telephone manner

·         Excellent organizational skills

·         Proven problem solving and troubleshooting skills, facilitating the efficient and effective identification of problems and application of appropriate solutions.

·         Sound knowledge of various OS and software such as Windows 10, MS Office Suite (Word, Outlook, Teams, Excel, PowerPoint, Visio, Access & Project)

·         Basic to intermediate computer abilities with the understanding of terminology and functionality.

·         Experience with Service Now ticketing system or similar

·         Ability to multitask - Sense of urgency; maintain a positive attitude

Language Requirements:

·         Excellent Communication in English (Verbal and Written)

Skills & Competencies

The table below provides a list of the competencies and associated rankings required at each level in this role.  The ranking generally increases as the position level increases because it is expected the individual will develop his or her skills while working within each role level. The competency rankings below stipulate the minimum level of skill required for entry into each position.

Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.