Must be willing to work on a hybrid setup (twice a week onsite). Office location is at Ecoplaza Bldg, Makati City or IT Park, Cebu City
Must be willing to work on shifting schedules
Candidates with no Service Desk experience but with TSR experiences and good communication skills are welcome to apply.
Risk and/or Fraud Analyst experiences is a plus
Nice to have skills/tools/experience: Base2000, Fraud Tools, Remote Desktop, Fraud Customer experience, ServiceNow, Active Directory, Incident and Request management covering password reset, user administration
At least more than a year of experience in IT Helpdesk or more than 2 years experience in Technical Support role
Non-Bachelor's Degree holders and College Undergraduates with relevant experience are welcome to apply
Ability to work both independently and in a team environment
Use of Incident/Service request tooling, ServiceNow preferable but not essential
Excellent customer service skills that build high levels of customer satisfaction
Good oral and written communication skills in English including documentation writing.
Educated to at least GCSE English Grade A-C.
Experience in MS Office and using basic software applications.
Experienced in 1st line support with previous exposure to a call logging system is preferred
E.g. Service Desk experience or similar (Help Desk, Call Centre, IT Operations).
Some knowledge of ITIL Service Desk and Incident Management.
Good attention to detail and ability to extract the relevant information from callers.
Good analytical skills.
Knowledge of the card payments industry preferred
Transaction Processing and Banking
Offline Ticket Handling
Triage skills
Track and update tickets to the clients SLA’s and internal OLA’s
Meets standards of job, such as quality standards, adherence to average handling time, attendance and timekeeping
Analyzes and resolves incidents, problems or known errors related to failures in application and supporting software components.
Work a multi-client, multi-line of business mailbox ensuring that emails are worked quickly, accurately and within KPIs
Provides technical support activities for a software production processing environment
Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.
Asks probing questions to gather relevant information on routine and complex calls.
Uses effective listening skills to develop understanding of client questions or issues.
Maintains passwords, data integrity and file system security for a variety of applications
Communicates highly technical information to both technical and nontechnical personnel.
Troubleshoots Client/Vendor Incident and request, identifies the root cause of them and uses tools and resources appropriately to determine how to resolve customer problems
Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public
Good organizational skills and ability to handle multiple tasks and meet deadlines
Ability to utilize judgment in decision making process and decisions related to job tasks
General business skills, industry knowledge, financial management and planning skills
Team skills, including the ability to establish and maintain effective working relationships with teams based in other locations
Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
Communicate confidently with clients and internal users using Microsoft Teams, email and software tools.
First line ticket handling (Incidents & Requests) including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties.
Enhanced first line skills such as interrogation of logs for errors, understanding how applications interface in a complex environment.
Good understanding of IT Infrastructure, hosted systems and Active Directory.
Track and progress all tickets to resolution, including taking responsibility for the issue and following escalation and handover procedures within SLA timescales to the required standard.
Carry out system checks and fraud monitoring, notify support teams of problems.
Improve or maintain existing procedures within our ServiceNow knowledge base.
User maintenance on a variety of systems using strict logical access procedures.
Participate in team projects that enhance the quality or efficiency of the Service Desk.
Leading conference calls with internal support teams to set and manage expectations, to provide status updates on outstanding incidents, and to discuss forthcoming environment changes.
Updating operational and technical documentation together with product user guides as required.
Work within the scheme compliance and regulatory frameworks.
Responsible for the prevention and detection of potential fraud across all payment channels by reviewing customers’ accounts
Monitor fraud alerts daily and take necessary action to protect clients
Identify fraud patterns through the monitoring of high-risk clients
Contribute to the creation of fraud rules by providing analytical data to support decisions
Ensure information flow and deliverables are met to mitigate fraud by facilitating weekly calls with external card fraud analyst at processor
Accurately document all actions taken on a case
Verify activities through outbound calls and/or send “Potential Fraud Alert” e-mails to customers
Responsible for reconciling debit card fraud disputes claims with the Master Fraud Transactions
Provide support to the Operational and Business units of the organization on fraud related matters
Regularly prepare reports for the bank’s Risk Management Organization
Responsible for maintaining knowledge of fraud situation in the industry
Report risk information and findings to the immediate supervisor in a timely manner
Actively participate in team meetings; share information and make suggestions for improvements to fraud operations.
