Application Tech Support Practitioner

Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Roles & Responsibilities Monitor and Evaluate Performance: Conduct regular audits and assessments of service desk interactions to ensure adherence to company quality standards and protocols. Develop and Implement QA Processes: Design and implement quality assurance processes and guidelines to enhance service desk performance and customer satisfaction. Provide Coaching & Feedback : Offer constructive feedback and coaching to service desk agents based on audit findings, and deliver targeted training sessions to address performance gaps. Analyze Data and Report Findings: Compile and analyze QA data to identify trends, areas for improvement, and best practices, and prepare comprehensive reports for management. Collaborate with Stakeholders: Work closely with service desk managers, team leads, and other stakeholders to develop and implement strategies for continuous quality improvement. Professional & Technical Skills Quality Assurance Expertise: Deep understanding of QA methodologies, tools, and best practices specific to service desk operations. Analytical Skills: Strong ability to analyze data, identify trends, and generate actionable insights to improve service desk performance. Communication Skills: Excellent verbal and written communication skills to effectively provide feedback, training, and detailed reports. Problem-Solving Skills: Proven ability to identify issues, recommend solutions, and implement improvements to enhance overall service quality. Technical Proficiency: Familiarity with service desk software, call monitoring tools, and other relevant technologies used in a service desk environment Additional Information:

The candidate should have at least 1 year of experience in Service Desk Quality Management or equivalent.

This position is part of the Software/Application/Cloud Tech Support job family group within Information Technology Operations.

This position is based in Manila. Minimum 1 year(s) of experience is required