Total 4 help desk specialist job vacancies in Customer Service category in The Philippines

We are seeking a dynamic, transformational Service Owner to join the Service Desk. The Service Owner has a pivotal role within the End User Support organization, responsible for the strategic direction, performance, and continuous improvement of services provided by the Service Desk Team. This role is essential in ensuring the services align with business objectives, deliver significant value to stakeholders, and complies with all relevant standards.

Key Focus Areas

The ideal candidate should be passionate about: 

• Transformational Leadership - Drive transformational change within the service by identifying and implementing innovative solutions that address evolving business needs.
• Service Efficiency - Oversee the efficient operation of the service, ensuring optimal performance and swift resolution of any issues.
• Continuous Improvement - Drive continuous improvement initiatives to enhance service quality, informed by performance data and stakeholder feedback.
• Automation/Self Services – Be passionate about automating and simplifying process and drive a culture of self-services
• Strategic Alignment - Ensure that the service's strategic direction is closely aligned with the organization's goals and objectives.
• Stakeholder Engagement - Maintain strong relationships with all stakeholders, ensuring their needs are met and expectations managed.
• Risk Management - Proactively identify and mitigate risks to ensure uninterrupted service delivery.

Key Responsibilities:

The Service Owner will drive transformational change within the services provided, ensuring it evolves to meet future business needs and technological advancements.

• Service Transition - Manage the transition of new or changed services into the operational environment, ensuring minimal disruption to existing services and operations. Identify and manage risks associated with the service, ensuring that any potential issues are mitigated before they can impact the service. Track volume/issues of services transition
• Service Operation - Oversee the day-to-day operation of services, ensuring they meet agreed-upon service levels and performance targets. Ensure that the service is delivered effectively and efficiently. Responsible for any issues that arise and must ensure that they are resolved in a timely manner. Responsible to run Operational Reviews.
• Capacity and Demand Management - Define and manage capacity and demand for the services in a way that anticipates future growth and transformational needs. Ensure the service can scale efficiently to meet changing organizational demands.
• Service Improvement - Continuously monitor service channels and review performance metrics to identify transformational opportunities for improvement. Leverage data analytics and data insights to drive OKRs (Objectives and Key Results) that enhance service quality and effectiveness.
• Stakeholder Management - Engage with and manage relationships with End User Support, Business Partners, and Business stakeholders involved in the service, ensuring communication and collaboration. Ensure stakeholder needs are anticipated, met, and expectations are managed throughout the service lifecycle.
• Risk Management - Identify, assess, and manage risks associated with the service, with a focus on transformational risk mitigation strategies. Ensure that potential issues are proactively addressed before they impact service delivery.
• Compliance - Ensure the services comply with all Corporate Key Controls, and organizational policies, ensuring the service remains fully compliant.
• Collaboration - Collaborate with peer stakeholders across other End User Systems operations engineering functions to drive improvements.
• ITSM Expertise - Lead transformational initiatives to improve ITSM practices within the organization and provide guidance on best practices.
• Budgeting and Cost Management - Ongoing transformational approach, seeking cost-saving opportunities while maintaining or enhancing service quality. Monitor financial performance to ensure alignment with organizational goals and recommend adjustments as needed.

Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere.  This is our global vision and the common purpose that unites the entire Visa team.
Visa Corporate IT (CIT) group has embarked on a major transformation journey. We are transforming ourselves into a true engineering organization where we put customer experience first. With this in mind, we are consolidating our Level 1 support teams across Corporate IT into a single organization and rethinking the way we provide Level 1 support to all end users.  As a member of the End User Support Help Desk team, the Associate Help Desk Analyst will be responsible for providing exceptional end user experience while providing support for IT services and apps. 
Reports to:  IT Service Desk Team Lead
Responsibilities:

•    Ensures customer satisfaction by providing timely response and resolution to contacts made to the Service Desk from different support channels.   
•    Ensures that contacts are logged with complete information into the ticketing tool and assigned with appropriate category and priority.
•    Performs diagnosis using documented procedures, troubleshooting techniques and approved tools.
•    Keeps customers proactively updated on the status of their tickets.
•    Assigns tickets - that are not resolvable by the Service Desk - to the correct resolver groups or vendors.
•    Notify management about reported - or potential - Major Incidents.
•    Confirms customer satisfaction before closing a ticket.
•    Continuously learn and train about new technologies and products supported by the Service Desk.
•    Contribute to activities that keep knowledge base articles up to date.
•    Meet and exceed individual performance goals.
•    Participate on Problem Management activities and Continual Service Improvement projects
•    Serves as a deputy to the Team Lead and helps conduct team huddles
•    Position is required to work various time zones, in support of 24x7x365 support requirements

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

As a member of the End Users Systems support team, the IT Service Desk Senior Manager will be responsible for managing a team of Service Desk Analysts for day-to-day operations, people management and escalation management. Additionally, this role will require a transformational mindset to identify areas of opportunities to automate and/or simplify processes. The ideal candidate will possess a blend of operational and automation skills, dedicated to driving high-quality customer service and elevating our Service Desk operations.

This role is an excellent opportunity for someone who is passionate about:

• Empowering self-service solutions-Enhancing user independence through intuitive self-service options.
• Proactive and predictive support-Anticipating user needs and preventing issues before they arise.
• Omni-channel experience-Providing seamless support across multiple communication channels.
• AI and automation integration-Leveraging technology to streamline processes and improve efficiency.
• Cultivating a stellar support team- Building and developing a team of top-notch support professionals.
• Mastering shift-left with repeated issue analysis-identifying patterns and addressing root causes to reduce recurring issues.
• Integrating Self-Healing and ITSM Flow- Implementing solutions that automatically resolve issues and optimize service management.

Key Responsibilities:

• Mentor, manage, and motivate a high-performing team, setting clear priorities to achieve goals and OKRs.
• Monitor and evaluate team performance, providing feedback and coaching for improvement.
• Analyzes regular performance reports and take actions to ensure desired behaviors from team members
• Ensure service level targets are met and address all service-level complaints.
• Build strong relationships with leaders and stakeholders to command their attention.
• Develops training and performance improvement plans for team members
• Proposes innovation and improvements to current processes/procedures/tools to the Training, Process & Tools Lead
• Identify gaps and areas of poor performance and provide recommendations for automation and simplification
• Apply creative thinking to drive automation goals and align with technology strategy
• Be an exemplary leader, embodying the organization's culture, vision, mission, and goals.
• Support the adoption of new technologies and tools.
• Provide subject matter expertise and manage external and internal collaboration projects
• Position may be required to work various time zones, in support of 24x7x365 support requirements.

What’s it all about?
As a Client Support Specialist - Payments, you will be delivering “best in class” first line support to our client base of Financial institutions, Money Transfer Organizations and Corporates who use Visa Payments Limited services to send money throughout the globe. Based in Manila, your primary responsibility will be to provide support to our existing and upcoming clients worldwide, as part of our global support function stationed in London, New York and Manila.
The Client Support team sits within the Payment and Service Operations department and is responsible for the first line support of Visa Payments Limited client enquiries.
What we expect of you, day to day.
Provision of telephone, email and portal-based support to Visa Payments Limited’s client base
Register, investigate and diagnose a variety of payment and service related incidents and requests
Ensure all incident & request related actions / activities and communications are accurately recorded in the case management system
Manage all incidents and requests in accordance with Visa Payments Limited’s policies, procedures, and contractual commitments
Take ownership of incidents/requests and manage through to resolution by working closely with internal stakeholders and Visa Payments Limited’s global network of vendors & partners, escalating more complex queries where appropriate
Keep our clients regularly informed of the status and progress of open requests in line with SLAs/OLAs and manage expectations accordingly
Completion of a range of routine operational activities in support of team or client objectives
Build and maintain strong relationships with colleagues, clients and partners
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.