Continuum Global Solutions
Continuum Global Solutions Philippines Philippines
1 month ago
About Continuum Global Solutions, LLCContinuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com .All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, pregnancy, national origin/ancestry, citizenship, age, disability, marital status, military/veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.Our VisionBe the leader in customer experience by connecting the right people with innovative solutions to... deliver outstanding results.Our MissionEmpower and support our employees to reach unimaginable heights while growing our business to make a global impactEssential Duties and Responsibilities95% - Provides Tier2 service or support through telephone, email or remote to end users in accordance with the service level agreement and escalates to the next level of engineers when appropriate.Provides remote support for internal users and resolve issues escalated by Tier1Configures and installs software for end-users’ desktops and laptops remotely or over the phoneProcesses hardware and software replacements based on troubleshooting results by coordinating user setup, upgrades and installationsPerforms end-user training as it regards assistance with supported applicationsManages and triages service requests and incidents effectively by understanding customer needs and meeting service level requirementsCommunicates company and client-initiated changes to various stakeholdersOnboard, offboard, reset, provision licenses, and configures network accountsDocuments incidents and resolutions within the call tracking application and provides updates to the knowledgebase where applicableSends BCP and other major events based on impacted sites, locations, and technologyParticipates and performs in project calls and ensure procedures are properly followed and performedHost the bi-weekly Change Advisory Board and collates changes submitted by other departments such as technology, business processes and other systems.Assist with on-site support as needed5% - May preform other related duties and responsibilities as assigned and/ or requiredDefined TasksRemote supportTakes in phone calls and resolve desktop issues remotely using Logme In or DamewarePractice First call resolutionDoes outbound calls to resolve and follow through on an issue escalated by Tier 1Active DirectoryCreates, modify, and deactivates user NT accounts based on set policies and requestsEnsures PC’s found in the network are assigned in the correct OUKnowledge BaseCreate and contributes new contents based on best practices and new learnings to aid to the betterment of the teamDesktop supportTroubleshoot basic to complex hardware and/ or software issuesIncident Management and Root cause analysisWorks with Ops and internal technology departments in resolving high level incidentsCreate and process root cause analysis for Continuum Global owned reported incidentsChange Advisory BoardCollates and sends lists of all changes prior to CAB for the IT Leadership approvalHost the Change Advisory BoardOther tasks as assignedWorking Conditions and Physical RequirementsThis is a general office environment positionEmployee has limited walking requirementsAnswers telephone calls, uses personal computer and other business machines extensively, which requires the ability to apply finger dexterity. Individual bends, reaches, pushes and pulls file drawers to file records and reportsEquipment Used: Personal computers/video display terminal (including mouse, external hard drives, etc.), printers, scanners, copiers, facsimile, telephones and other commonly used office accessories/equipment. Equipment may require set-up, adjustments or other procedures in order to maintain or meet company requirements.Physical Requirements: Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.Physical Activities: Talking - Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to others accurately, loudly or quickly. Hearing - Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound. Repetitive Motions - Making substantial movements (motions) of the wrist, hands, and/or fingers.Visual Acuity: The incumbent is required to have close visual acuity to perform an activity such as: preparing and analyzing figures; transcribing; viewing a computer terminal; and/or extensive reading.Knowledge, Skills and AbilitiesFluent in verbal and written English.Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.Ability to work effectively in a team oriented, high demand and fast paced environment.Ability to maintain high level of confidentiality and work with highly sensitive data and information.Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include Microsoft Office 365 productsSolid knowledge of computer, telecommunications and network equipment and applicationsMust have basic math, reading and writing skills to be able to count, read instructions and document necessary paperworkDemonstrated written communication skills to effectively develop training materials, write clear, concise system documentation, and outline current systems, recommend logical solutions with sound details and make updates as necessaryQualifications2 or more years Remote Technical support or IT Service Desk experienceExperience in handling inbound and outbound callsIf without ITIL certification, applicant must have proper understanding of Incident, Change, Problem management and Service Request lifecycleKnowledge in active directory, O365, SolarWinds, Prognosis, and Service desk ticketing systemStrong attention to detailsCan work with minimum supervisionWilling to work non-traditional schedules, weekdays off, holidays, split off’s depending on operational needsWilling to work on-site, possibility of working remote may be provided on a temporary basis based on performance and skill levelContinuum is an
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