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Job Summary :

Provide day-to-day technical support for network infrastructure and desktop systems software and hardware to ensure proper operation of technology applications and equipment.

What You Bring:

• Must be willing to work on a hybrid setup (twice a week onsite). Office location is at Ecoplaza Bldg, Makati City or IT Park, Cebu City

• Must be willing to work on shifting schedules

• Candidates with no Service Desk experience but with TSR experiences and good communication skills are welcome to apply.

• Risk and/or Fraud Analyst experiences is a plus

• Nice to have skills/tools/experience: Base2000, Fraud Tools, Remote Desktop, Fraud Customer experience, ServiceNow, Active Directory, Incident and Request management covering password reset, user administration

• At least more than a year of experience in IT Helpdesk or more than 2 years experience in Technical Support role

• Non-Bachelor's Degree holders and College Undergraduates with relevant experience are welcome to apply

• Ability to work both independently and in a team environment

• Use of Incident/Service request tooling, ServiceNow preferable but not essential

• Excellent customer service skills that build high levels of customer satisfaction

• Good oral and written communication skills in English including documentation writing.

• Experience in MS Office and using basic software applications.

• Experienced in 1st line support with previous exposure to a call logging system is preferred

• E.g. Service Desk experience or similar (Help Desk, Call Centre, IT Operations).

• Some knowledge of ITIL Service Desk and Incident Management.

• Good attention to detail and ability to extract the relevant information from callers.

• Good analytical skills.

• Knowledge of the card payments industry preferred

• Transaction Processing and Banking

• Offline Ticket Handling

• Triage skills

What You Will Be Doing:

• Track and update tickets to the clients SLA’s and internal OLA’s

• Meets standards of job, such as quality standards, adherence to average handling time, attendance and timekeeping

• Analyzes and resolves incidents, problems or known errors related to failures in application and supporting software components.

• Work a multi-client, multi-line of business mailbox ensuring that emails are worked quickly, accurately and within KPIs

• Provides technical support activities for a software production processing environment

• Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.

• Asks probing questions to gather relevant information on routine and complex calls.

• Uses effective listening skills to develop understanding of client questions or issues.

• Maintains passwords, data integrity and file system security for a variety of applications

• Communicates highly technical information to both technical and nontechnical personnel.

• Troubleshoots Client/Vendor Incident and request, identifies the root cause of them and uses tools and resources appropriately to determine how to resolve customer problems

• Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public

• Good organizational skills and ability to handle multiple tasks and meet deadlines

• Ability to utilize judgment in decision making process and decisions related to job tasks

• General business skills, industry knowledge, financial management and planning skills

• Team skills, including the ability to establish and maintain effective working relationships with teams based in other locations

• Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.

• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.

• Communicate confidently with clients and internal users using Microsoft Teams, email and software tools.

• First line ticket handling (Incidents & Requests) including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties.

• Enhanced first line skills such as interrogation of logs for errors, understanding how applications interface in a complex environment.

• Good understanding of IT Infrastructure, hosted systems and Active Directory.

• Track and progress all tickets to resolution, including taking responsibility for the issue and following escalation and handover procedures within SLA timescales to the required standard.

• Carry out system checks and fraud monitoring, notify support teams of problems.

• Improve or maintain existing procedures within our ServiceNow knowledge base.

• User maintenance on a variety of systems using strict logical access procedures.

• Participate in team projects that enhance the quality or efficiency of the Service Desk.

• Leading conference calls with internal support teams to set and manage expectations, to provide status updates on outstanding incidents, and to discuss forthcoming environment changes.

• Updating operational and technical documentation together with product user guides as required.

• Work within the scheme compliance and regulatory frameworks.

• Responsible for the prevention and detection of potential fraud across all payment channels by reviewing customers’ accounts

• Monitor fraud alerts daily and take necessary action to protect clients

• Identify fraud patterns through the monitoring of high-risk clients

• Contribute to the creation of fraud rules by providing analytical data to support decisions

• Ensure information flow and deliverables are met to mitigate fraud by facilitating weekly calls with external card fraud analyst at processor

• Accurately document all actions taken on a case

• Verify activities through outbound calls and/or send “Potential Fraud Alert” e-mails to customers

• Responsible for reconciling debit card fraud disputes claims with the Master Fraud Transactions

• Provide support to the Operational and Business units of the organization on fraud related matters

• Regularly prepare reports for the bank’s Risk Management Organization

• Responsible for maintaining knowledge of fraud situation in the industry

• Report risk information and findings to the immediate supervisor in a timely manner

• Actively participate in team meetings; share information and make suggestions for improvements to fraud operations.

What we offer you :

At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• Flexible and creative work environment

• Diverse and collaborative atmosphere

• Professional and personal development resources

• Opportunities to volunteer and support charities

• Competitive salary and benefits

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