Let’s be #BrilliantTogether
Overview
The IT Service Center role is a key contributor to ISS’s global customer support organization. The position delivers high quality services to ISS will be based in Manila, PH to provide first level support as required to ISS offices across US, EMEA and APAC. Our principles are based on collaboration, best practices, standards, efficiency, and commitment to effective service delivery and responsiveness to the needs of the business. This role incorporates the traits of a highly engaged communicator, technical expert, and problem solver. A successful IT Service Center Associate is people-oriented and enjoys the challenge of resolving functional/technical questions and/or issues in a timely manner within person interactions, on the phone, through a ticketing system, through chat vehicles, and remote connections.
This position must be able to quickly and independently analyze each situation presented to them to determine the best approach for meeting the business needs while complying with established guidelines and policies. Likewise, this candidate should possess the necessary skills and business knowledge to know when it is appropriate to take a non-standard approach to resolve the issue. They should be able to think on their feet and be confident handling those issues without having to escalate them to management for handling. Solid technical expertise, willingness to learn and excellent customer care skills are essential for this role.
Responsibilities
Foster an engaging, proactive, and collaborative service department that is closely partnered, with the business and IT departments.
Serve as the “Face of IT” to the customer community, providing a positive experience and reflecting a positive image of IT overall.
Support multiple office locations, primarily in the Americas region and time zones.
Provide tier 1 level global support to all areas of the business, providing a positive experience and reflecting a positive image of IT overall while documenting all work performed.
Responds to work queues and user calls in accordance with Service Level Agreements to process, route and/or resolve issues reported to the Service Center.
Install software, patches, and updates on Desktops and Laptops.
Troubleshoot basic network, software, and printing problems.
Excellent communicator with business users, team members and Service desk team members regarding status of activities.
Foster an engaging, proactive, and collaborative service delivery department that is closely partnered and clearly communicates with the business and across IT departments.
Independently research, troubleshoot, and resolve trouble tickets within defined SLA (Service Level Agreements) in ITSM tool.
Maintain ongoing communication with customers, keeping them up to date with the progress of their tickets. Serve as a liaison between other support teams and the customer as required.
Support Office365, SharePoint, Exchange Online, and MDM for mobile phones.
Clearly and effectively communicate service status consistently with users, other IT teams, and business owners as required.
To be a part of critical incident and all align task of team need to be managed such as communication to stake holders, raising IM ticket & timely follow up with other IT teams.
Work with vendor support to resolve technical problems with desktop computing equipment and software.
Work collaboratively with 1st/2nd/3rd level support team to ensure that customers receive timely service. Serve as a liaison between other support teams and the customer as required.
Document IT desktop procedures as directed.
Interacts with office staff, department heads and corporate services to ensure that checks are made for customer satisfaction, and satisfactory closedown/QA of incidents.
Apply a “business” focus to all assignments and responsibilities, measurement of results, and associated reporting.
Other duties as assigned.
Qualifications
Bachelor’s degree or equivalent work experience preferred
Able to demonstrate a high degree of flexibility – including working on different shifts (as needed) to support employees and customers across multiple time zones
At least 1-year prior experience in a tier 1 IT role, using abilities to function effectively in a fast-paced environment
2+ years’ experience supporting Microsoft 0365 products (Windows 10, Office 2013+), especially with MS Outlook & MS Word
1 – 2 years’ experience in an IT ticketing tracking system such as ServiceNow, Jira, or Remedy, with knowledge of structured Service Desk functions and operation under ITIL framework
Active Directory knowledge & experience helpful (updating user objects, understanding the concept of Organizational Units, etc.)
Knowledge of various hardware platforms including Dell, Lenovo, HP, and Apple
Knowledge of and ability to support iOS and Android mobile devices
A+, MCSE, or other technology certifications is a plus
Excellent written and verbal communication skills, telephone manner and a friendly disposition.
2+ years prior experience with customer, client interaction and demonstrated excellent written and phone communication skills. Fluent English is a must.
Ability to provide Total Call Ownership to include handling various customers’ personality styles, escalating issues as appropriate and providing the necessary follow up before incidents are closed
Excellent problem-solving, critical thinking, analytic and multi-tasking skills
Show initiative when attempting to resolve incidents and requests to provide the best service possible.
Ability to coordinate, prioritize effectively and to learn new concepts and business processes rapidly with the enthusiasm to deliver high quality service
#LI-EA01
#ASSOCIATE
#IT
What you can expect from us
Our people are the moving force behind ISS STOXX. We are dedicated to hiring the best, most talented people in our industry and empowering them with the resources and support to enhance their career, health, financial and personal well-being.
We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We are invested in our people and are working every day to ensure a diverse, equitable, and inclusive workplace.
Let’s empower, collaborate, and inspire one another.
Let’s be #BrilliantTogether.
About ISS STOXX
ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit.
Visit our website: https://www.issgovernance.com
View additional open roles: https://www.issgovernance.com/join-the-iss-team/
Institutional Shareholder Services (“ISS”) is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”). All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements.