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End User Service Desk Analyst - Incident - (PHI005409)

Location National Capital Reg - Makati, philippines
Posted 23-January-2019

First, a bit about ANZ

At ANZ, everything we do boils down to 'why' - our purpose - to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.
We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.
Ahappy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.

About New Ways of Delivering (NWOD) coaching opportunities

At ANZ we're creating a simpler, more collaborative and customer-focused organisation, through our New Ways of Working (NWOW) Transformation. NWOW is about how we work together to get closer to our customers & draws on agile practices to help us transform. It'll mean less hierarchy, more autonomy and a more productive environment. More and more we'll be organised into squads, tribes, chapters and centres of expertise (CoEs) - smaller, collaborative teams that have specific customer-related missions.

And now the role:

Role Location: 30f MDC 100 Building, Eastwood City, Libis, Quezon City
Shift Schedule: Shifting Schedules

Good customer service ethics is part of this job, putting customers first and delivering operations service that continuously exceeds the customer's expectations without compromising on quality of service.
The individual has to deliver positive customer experience within agreed timeframes i.e. Service Level Agreements (SLAs).

Who are you?

A team player - You know we only win if we all win. You recognise and value the different perspectives and skills your colleagues bring. It is not about being a hero but jumping in and contributing to the successful delivery of the team's mission
The customer's biggest fan - You demonstrate a thirst for better understanding the customer and define the problem and develop solutions through their eyes
Comfortable being uncomfortable - You are comfortable with uncertainty and have the ability to effectively manage yourself through ambiguity and change
Continuous improvement junkie - You constructively challenge the status quo, look for better ways to do things and passionately advocate continuous improvement
Committed to your own and other's growth - You strive to stretch and grow yourself and others by identifying your own development areas, seeking feedback and providing feedback to others to help them learn and grow everyday
A problem solver - You are energised by tackling complex problems and use critical thinking, your network, skills, knowledge, and available data to drive better outcomes for our customers and the bank
Risk savvy - You build sustainable solutions that protect customers, stakeholders and the community
What you bring to the Service Desk?

Finance - Ensure that processes are carried out in a manner that there are no operational losses due to errors. Support management and business decisions relevant to cost, Participate in cost saving initiatives.
Customer - Ensure all customer correspondence is clear, concise, courteous and on timely manner, Responds and ensures customer needs are met by liaising with other second level teams and end to end ownership of incident resolution, High quality of work, and taking ownership to resolve any customer queries and complaints on time, efficiently and effectively, Provide accurate and up to date information on all enquiries.
Process - Good knowledge of systems and application, Understands and complies with oral and written, Rules/instructions/procedures, Consistently meet targets to ensure that calls requests are responded actioned within SLAs, Provide ideas and participate in process improvement initiatives.
People - Proactively identify competencies for development and work with line manager to improve self-performance, Develop good working relationships with customers and stakeholders, Be a team player , proactively participate in meetings and take active part in team activities
Risk/Compliance/Behaviour - Flexibility & Adaptability, Concerns For Quality and Standards, Customer Focus
You will also have the following skills and experience:

Basic Understanding of Active Directory Mail Client preferably outlook Network
Able to do basic trouble shooting - Desktop and hardware
Excellent Communication skills and typing skills
2-4years of experience in IT At ANZ we aim to create an inclusive environment where employee differences such as gender, age, culture, disability, sexual orientation, family and caring responsibilities and religion are valued.

We work flexibly at ANZ. Talk to us and let us know how this role can be flexible for you.

To find out more about working at ANZ or to view other opportunities visit You may apply for this role by visiting ANZ Careers and search for reference number Taleo Job Code PHI005409.

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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