Global Service Desk Analyst

Global Service Desk Analyst Location: Taguig City, National Capital Region (Manila) You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world. Job Description: GSD Support Line we enable our clients to get on with their working day by helping fix their IT problems, from password resets, setting up software on laptops and mobile devices, to more perplexing IT issues. Preferred skills Problem-solving and analytical thinking skills Communication Skills: Clear verbal and written communication Familiarity with Service desk software and ticketing systems Qualifications Graduate of any Bachelors degree in any IT Related Courses. 1-2 Years experience working BPO Contact Centre as Technical Support. Has a great technical and client support skills. Fluent in spoken and written English. Able to work on night shift. Responsibilities You will be the first line of support for Sun Life employees’ technical issues around the world. You will work as part of an IT support team, proactively coming up with solutions. You’ll be aware that the client wants to get back to work as soon as possible. Your job will be to facilitate this in the best way possible. On a call, you’ll decide the best way to help the client by listening carefully & asking the right questions to find out exactly what they need. Have resourceful and creative problem-solving approach Address and triage email support You’ll decide the best way to help the client by listening carefully & asking the right questions to find out exactly what is needed. You can search the Knowledge Base (KB) by typing in a few key words. You can ask more experienced colleagues for help, in person or in online real-time group chats, both for general questions and more specialized teams. There is also a coach available for help and guidance. You may take the call, but you always have a support team around you to ensure you get the client to the best resolution. After each call, you will log the details to help us track and learn from the calls we get to help improve our client’s experiences. When you can‘t fix it yourself, you may need to send the issue on to a specialized team, keeping your client informed of the next steps. By sharing your experiences from each call you also help with maintaining and improving the Knowledge Base, in turn helping us to improve the service offered to our clients. You will get the opportunity to gain insights into other lines of business within the Service Desk environment by accommodating overflow support during their busy/after hour periods. Job Category: IT - Technology Services Posting End Date: 26/08/2026