Crawford and Company Broadspire Phils., Inc.
Crawford and Company Broadspire Phils., Inc.

ICT Senior Service Desk Analyst  

Crawford and Company Broadspire Phils., Inc.

  • Taguig, Philippines
    Fort Bonifacio, Taguig, Metro Manila, Philippines
    Taguig
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 6 years ago

2018-05-28T03:34:55.024290+00:00
Job closed.

Job Description

To provide advanced ICT Service Desk support to all Crawford & Company and 2nd line escalation for all incidents being raised. This includes general ICT support tasks, advanced troubleshooting, systems administration, testing and installation of software and server and network support.

Responsibilities:

  • Prioritizes and diagnoses incidents according to agreed procedures.
  • Investigates causes of incidents and seeks resolution.
  • Facilitates recovery, following resolution of incidents.
  • Documents and closes resolved incidents according to agreed procedures.
    • Assists the Service Desk on a day to day basis including taking calls.
  • Logs, analyzes, and rectifies issues reported to the Service Desk.
  • Manages user AD & application accounts according to Corporate policy
  • Escalates unresolved incidents or re-assign issues to the relevant team as required.
  • Logs and creates tasks and other requests within Ticket system that do not count as an Incident.
  • Tests server connectivity, data backup success, and email functionality daily.
  • Assists Service Desk Analysts with workload prioritization.
  • Liaises with local and regional Field Support, Technical Services and ICT Management to ensure issues are rectified quickly, correctly, and efficiently.
  • Recommends improvements to the ICT service, provision and processes.
  • Adheres to Global, Regional, and Local Policies and Procedures (Security, Legislative and Client).
  • Ensures relevant ICT Management are made aware of high priority issues or failures.
  • Provides training to new Service Desk recruits.

Minimum Qualifications

  • College or technical school education.
  • Previous experience of supporting bespoke applications.
  • 3 years’ experience in a Call center or similar work environment.
  • Windows 2008/2012 Server (advanced experience of Microsoft Active Directory inc User Account Administration, Sites and Services and GPO application).
  • Windows 7/8 Professional.
  • TCP/IP Networks including DHCP and DNS.
  • Virtual Private Network set up and fault finding.
  • Citrix or VMWare Application and Desktop Virtualization.
  • Lotus Notes/Domino Support (Version 8 onwards. Any experience of Domino Administration would be beneficial).
  • MS Office 2013 (any experience of Office 2007/2010 useful).
  • Sophos Anti-Virus/Safeguard Encryption or other Security & Data Encryption Package.
  • VoIP Telephony.
  • Smartphone support (Apple iPhone preferably).
  • Mobile Device Management Installation and Support.
  • PC hardware break-fix identification.
  • Printer operation and network printing installation and support.
  • Excellent communication and interpersonal skills with people at all levels.
  • Demonstrable problem solving and analytical skills.
  • Excellent organizational skills.
  • A strong attention to detail.
  • Good team-working ability, particularly within a small team and across borders.
  • Ability to take on and complete ICT projects.
  • Ability to implement standards and procedures for security and performance management.
  • Ability to communicate clearly and direct over the phone.
  • Ability to self-motivate and hold team accountable.

Perks and Benefits

  • Paid HolidaysPaid Holidays
  • Paid Vacation LeavePaid Vacation Leave
  • Paid Sick LeavePaid Sick Leave
  • Paid Bereavement/Family LeavePaid Bereavement/Family Leave
  • Maternity & Paternity LeaveMaternity & Paternity Leave
  • Single Parent LeaveSingle Parent Leave
  • Special Leave Benefits for WomenSpecial Leave Benefits for Women
  • Retirement Benefit PlansRetirement Benefit Plans
  • Life InsuranceLife Insurance
  • Medical / Health InsuranceMedical / Health Insurance
  • Performance BonusPerformance Bonus

Required Skills

  • MS Office
  • VMWare
  • Active Directory

Licenses and Certifications

  • CompTIA A+
  • ITIL v3 Foundation in IT Service Management ination
  • Microsoft Certified Systems Engineer

Jobs Summary

Job Level
Associate / Supervisor
Job Category
IT and Software
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Sometimes
Office Address
Fort Bonifacio, Taguig, Metro Manila, Philippines
Industry
Insurance
Vacancy
4 openings
Website
https://www.crawco.com/

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About Crawford and Company Broadspire Phils., Inc.

Based in Atlanta, Georgia, Crawford & Company (www.crawco.com) is one of the world's largest independent provider of claims management solutions to the risk management and insurance industry as well as self-insured entities, with an expansive global network serving clients in more than 70 countries. The Crawford System of Claims Solutions offers comprehensive, integrated claims services, business process outsourcing and consulting services for major product lines including property and casualty claims management, workers’ compensation claims and medical management, and legal settlement administration. The Company’s shares are traded on the NYSE under the symbols CRDA and CRDB.

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