Helpdesk Analyst

Thomson Reuters

Helpdesk Analyst

(National Capital Reg)

Responsibilities:

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The Global Service Desk Analyst is a part of a professional team of people providing a single point of contact for the efficient resolution of end-user technical problems and requests. The Global Service Desk supports Thomson Reuters Professional division employees across multiple business units 24x7. As a member of this team, the Analyst will manage multiple priorities, generate innovative solutions to problems and develop skills required to support the efforts of the business units.

KEY RESPONSIBILITIES:

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Provide comprehensive first-tier phone support for the efficient resolution of technology problems and requests for Thomson Reuters Professional division end-users.
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Provide complex and unique technical troubleshooting assistance to employees across global business units.
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Accurately assesses and records problems in the problem management tool.
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Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
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Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.
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Identify potential system problems and escalate to department contact for resolution.
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Work with customers in establishing the appropriate expectation and response time
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Further develop technical aptitude and customer service knowledge, skills, and abilities.
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Take ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions. Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication.
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Displays a solid knowledge of major desktop software applications and networking concepts
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Works independently on complex tasks with some technical and management guidance
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Able to speak at an appropriate technical and business level for the audience
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May participate in some projects and virtual teams
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Handles multiple and competing projects
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Delivers on tasks and objectives on time
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Produces quality work and results
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Perform related tasks as needed or assigned

Requirements:

* Candidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology, Business Studies/Administration/Management, Mass Communications or equivalent.
* At least 2 year(s) of working experience in the related field is required for this position.
* Preferably 2-4 Yrs Experienced Employees specializing in Technical & Helpdesk Support or equivalent.
* Full-Time positions available.

Thomson Reuters employees take pride in providing our customers around the world with information that is timely, accurate, unbiased and trusted. We have a profound respect for the professions and customers we serve and define our success in terms of their success. Our work environment is dynamic, innovative and entrepreneurial. We have a result-oriented culture that demands excellence, agility, and the desire to move quickly and precisely to seize opportunities. Our environment is both challenging and supportive - we give employees the opportunity to develop their skills and do their best work. Thomson Reuters values diversity of culture and thought and seeks talented, qualified employees in all its operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age or any other protected classification under country or local law.
Website: http://www.thomsonfinancial.com/ | NEWS
Company Address: 20/F Ayala Life-FGU Center, 6811 Ayala Avenue Makati City 1299
Industry: Accounting / Audit / Tax Services
Type of Company: Private Limited Company, Local Based Company