11/F Bonifacio One Technology Tower, BGC, Taguig
> 3 yr
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
The Lead - Global Service Desk will be a point of escalation for the Service Desks and will also perform support through assistance or rapid restoration of normal services to the Everise Enterprise users. Handling the resulting Incidents or Service Requests, using the Incident Management and Request Fulfillment processes, in line with Service Desk objectives. Under General Supervision, and in accordance with all applicable federal, state and local laws/regulations and Everise policies, procedures and guidelines, this position has the following responsibilities: • Entire scope stated in the Job Description of a Service Desk Analyst • Responsible for escalating and communicating critical issues (P1 and P2) as defined in the Incident Management process. • Responsible for handling critical – service affecting incidents from various call centers • Acts as the point of escalation for the Service Desk for sensitive, high priority issues, keeping the Service Desk Manager properly updated • Acts as the Incident Manager in technical conference calls and ensures that normal service operation is restored as quickly as possible • Manage process for communicating outages and emergency activities to the Everise Enterprise Qualifications: • Required Experience Minimum 3 years experience in a professional • Work experience in an environment that follows ITIL Best Practices • Incident Management experience – Managing incidents including business expectations and communication https://customercontactchannels.wd1.myworkdayjobs.com/en-US/C3Careers/jobs/details/Lead---Global-Service-Desk_R0010579?q=service%20desk&Location_Country=e56f1daf83e04bacae794ba5c5593560