Spanish Speaking Service Desk Analyst

Emerson Electric Asia Ltd. ROHQ

A Fortune-500 company, St. Louis-based Emerson (www.emerson.com) is a global leader bringing together technology and engineering to support a world in action. Our 60-plus industry-leading divisions are aligned under 8 unique Emerson brands - Network Power, Process Management, Climate Technologies, Motor Technologies, Appliance Solutions, Storage Solutions, Industrial Automation, and Professional Tools - to deliver comprehensive customer solutions in the five business segments of electronics and telecommunications, process management, heating, ventilation and air-conditioning; and appliance and tools. Sales in fiscal 2007 were US$22.6 billion.

Being connected; Commitment; Forward-looking; Performance; Customer-focused; Excellence ... these are attributes that define Emerson and its people today — a company at the forefront of technology and one of the world's best-managed companies

For more than a century, Emerson Electric Co. has been known as the place where people bring technology and engineering together to create solutions for the benefit of customers. As technology evolved and the needs of our customers changed, Emerson rose to the challenge to solve problems and create opportunity.

Spanish Speaking Service Desk Analyst
(National Capital Reg)

Responsibilities:

* Provide Tier 1 support for all hardware/software services via telephone, e-mail, and walk-ins in a courteous and professional manner. Route and/or escalate more complex requests to appropriate Tier II support technician.
* Provide telecom services for adds/changes/deletes. Follow up to ensure telephone services are maintained. Troubleshoot problems on extensions and v-mail. Assist users in changing passwords and train users on v-mail access/usage.
* Research hardware/software problems for end users by applying standard procedures and best practices. Ensure Division's Service Level Expectations are maintained.
* Install, troubleshoot and support Microsoft Office Products. Identify and learn appropriate software and hardware used and supported by the organization.
* Record, track, and document all the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
* Train new users on computer software and hardware tools via the phone.
* Other duties as assigned.

Requirements:

* Candidate must possess at least a Bachelor's/College Degree in Computer Science/Information Technology or equivalent.
* 1-2 years plus technical phone support experience
* 1-2 years experience with voice services
* 1-2 years experience with SPAM control and anti-virus tools
* Experience training users on basic software and hardware functions via phone
* Proven analytical and problem-solving abilities
* Exceptional customer service orientation and written and verbal communication skills
* Knowledge of computer hardware, including Intel based desktops, laptops, and servers
* Experience with desktop operating systems, including Exchange, Outlook and Windows Office products
* Support experience with PDAs.
* Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
* Experience working in a team-oriented, collaborative environment
* A+ Certification a plus
* Ability to share after-hours on call duties with other technicians
* Ability to work flexible shifts including nights and weekends
* Applicants should be Filipino citizens or hold relevant residence status.

Emerson Manila Shared Services
Corporate Human Resources
e-mail:msource@emerson.com



Emerson Electric Asia Ltd. ROHQ
35th Floor Union Bank Plaza, Meralco Avenue corner Onyx St. Ortigas Center Pasig City -.