Job Description

Service Desk Associate
Manila, GBS
Job Description
Job Description:
1. Provide First level support on all IT-related issues or requests reported to the Service Desk by end users via the following contact methods:
- Phone
- Online Ticket
- Email
- Chat (Lync)
- Walk-in (Manila)
2. Collaborate with various IT Support Groups, Vendors and other IT resources in resolving issues raised by the end users, esp. on issues that are not resolvable at the Service Desk level.
3. Participate in IT-related activities where involvement of the IT Service Desk is needed, i.e. IT projects, change/release deployment, etc.
Specific Job Responsibilities:
1. Manage/perform administration type of work, such as but not limited to account creation, modification, deletion; access provisioning; security management:
a. Active Directory
b. Office 365
c. Lotus Notes
d. smartphones (e.g. android, ios devices)
e. SAP
f. Interactive Intelligence
g. Other business applications
2. Manage Service Requests, ensuring that TASKS associated with RITMs are handled and completed based on the requests’ SLA. This includes:
a. Review if TASK is assigned to the right support group, reassign TASK as needed
b. Review if TASK is assigned to specific assignee
c. Follow-up with queue owner/assignee on TASKS that are nearing SLA breach:
I. 50% before SLA Breach
ii. 80% before SLA Breach
iii. SLA already breached
3. Open Incident Management - follow-up on incidents or TASKS owned by or assigned to the Service Desk group, until it is confirmed to be resolved or eligible for closure based on defined follow-up process.
a. Daily Follow-up on incidents or TASKs that assigned to the Service Desk Associate (owned)
b. Assist in the daily follow-up of incidents or TASKs owned by or assigned to another Service Desk Associate who is not on duty (i.e. on Leave, works a different shift, etc.)
4. Active role in IT Access Termination Process for resigned/inactive employees
a. Remove access for applications/tools that are managed by the Service Desk
b. Coordinate with Support Groups (via Service Now) on removal of access that are not managed by the Service Desk
c. Coordinate with non-IT Groups (via email or Lync) on removal of access that are not managed by the Service Desk
5. Active role in High Severity Handling Process as per defined Veyance process (i.e. SAP High Severity Issue Handling)
6. Help out on and/or perform Desktop Support type of work when needed (i.e. local IT is out for the day, immediate assistance is needed and local IT person is engaged on another task).
7. Actively participate on Continuous Improvement related tasks or activities such as but not limited to:
a. Create KB articles for new information or troubleshooting
b. Update or remove outdated KB articles
c. Conduct training for the Service Desk teams on assigned topics or processes
d. Communicate new information or troubleshooting steps with the rest of the Service Desk (after validation).
e. Pro-actively identify process or troubleshooting gaps, communicate gaps to the concerned individuals or groups and provide recommendation on how to address gaps.
8. Participate on:
a. Projects or other IT-related activities/initiatives as requested by the IT Service Delivery Manager, Project Managers or Application/Process Owners.
b. Other Ad-Hoc tasks that are of relevance and importance to VSource Manila, the Service Desk Team or the IT organization in general.
Job Requirements
Critical Competencies Required
1. Technical Competencies:
- At least intermediate theoretical knowledge and preferably complemented by at least 6 months of actual/hands-on experience in using, supporting and troubleshooting the following tools/apps:
I. Service Now
ii. Windows 7 OS
iii. Active Directory
iv. Office 365
v. Office 2010 Productivity Suit esp. Outlook and Lync
vi. SharePoint
vii. SAP
viii. Lotus Notes
ix. Mobile Devices
x. Remote Connectivity / VPN
xi. PC Hardware esp. Lenovo laptops and desktop
xii. Printer and other Computer peripherals
xiii. Share Drives and Folders
- At least basic knowledge and familiarity with the usage, features and functions of the following tools/apps:
ii. OnBase
iii. Interactive Intelligence
iv. UPerform
v. MozyPro
- At least basic knowledge and familiarity with the ITIL Framework esp. on the following area;
I. Incident Management
1. High Severity Issues
ii. Request Management (Service Requests)
iii. Change Management
iv. Problem Management
v. Knowledge Management
2. Non-Technical Competencies
Required Competencies
I. Language / Communication Skills – use of the English language in providing service and support to end users (spoken and written)
ii. Reliability – Attendance and Schedule Adherence
iii. Integrity – Perform assigned tasks with or without supervision
iv. Accountability – Delivering on tasks assigned when they are expected
v. Flexibility – Shift Schedule and Rest Days
vi. Diversity – Ability to work harmoniously with other individuals without bias on one’s nationality, gender, or age.
vii. Basic Computing Skills
viii. Interpersonal Relationships
Critical Behavioral Competencies
I. Attention to Detail
ii. Collaboration
iii. Communication
iv. Customer Focus
v. Results Focused
vi. Initiative
vii. Job-Focused Learning
viii. Organizational Understanding
ix. Planning and Organizing
x. Problem Solving and Analytical Thinking
xi. Technical Expertise
Job Type
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About Continental
With sales of €40.5 billion in 2016, Continental is among the leading automotive suppliers worldwide and currently employs more than 227,000 employees in 56 countries. As a division in the Continental Corporation, ContiTech is one of the world's leading industrial specialists. Its customers can be found in key industries such as machine and plant engineering, mining, the agricultural industry, and the automotive industry. With around 43,000 employees in 44 countries, the company uses its development and material expertise for products and systems made of rubber, polyamide, metal, textile, and electronic components to combine these with individual services. ContiTech always thinks in terms of customer-friendly and environmentally-friendly solutions – going well and truly beyond its roots as a producer of rubber products. With sales of approximately €5.5 billion (2016), this international technology partner is active with core branches in Europe, Asia, North and South America.
Job Category
Information Technology
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