Global Service Desk Technician - Contractor

The Global Service Desk Technician at Global Payments in Quezon City, Philippines, provides IT support to corporate employees and contractors, handling incidents and service requests in a 24x7 environment. Responsibilities include diagnosing technical issues, offering first and second-level support, troubleshooting hardware/software, and assisting with system upgrades. The role requires excellent customer service skills and adherence to company policies, with potential rotating shifts including evenings and weekends.
Position Purpose
The BTS Global Service Desk is a strategic IT business partner that provides a centralized point of contact for Global Payments corporate
employees and contractors to report incidents, initiate a request, answer questions, and restore interruptions in service in the most time effective
manner while offering a consistent quality of service in a 24x7 operating environment. The Service Desk Technician is a customer-centric role
responsible for supporting the end-user community in the delivery of IT services including corporate systems and applications, network
connectivity, desktop infrastructure, operating systems, mobile devices, software, hardware, and peripherals. Responsibilities include handling
reported incidents, service requests, and access requests within agreed service levels from multiple end-user communication channels including
calls, emails, chats, walk-ups, and tickets opened in the service management portal. The technician will investigate and respond to assigned
support requests by following documented processes and procedures and work within the End User Services organization to improve the quality
and scalability of IT operations using best practices and methodologies.
Shifts may include quarterly rotating times that may include early mornings, evenings and/or weekends.
Duties and Responsibilities
● Act as a business partner representing IT User Services delivering excellent customer service using active listening and communication
skills.
● Provide first and second level technical support, which includes centralized incident and request handling for customers with a focus on
first call resolution; use best practice for incident management including detailed ticket documentation, and application of analytical
skills to identify the root cause and quickly determine the resolution in a 24x7 operating environment.
● Diagnose, triage, and escalate incidents and requests to appropriate tier 3 and tier 4 assignee and/or team. Respond to incidents,
requests for service, and questions within required response times.
● Participate in call handling according to assigned skills and schedules as directed by leadership.
● Troubleshoot and repair hardware and software issues on multiple operating systems.
● Provide on-site and remote technical support using administrative tools for desktops, operating systems, software, hardware, printers,
and peripherals
● Assist in system upgrades and maintenance, including, but not limited to, add and/or remove the memory, hard drives, video cards, and
power supplies.
● Responsible for configuring, provisioning and supporting various mobile devices and mobile device platforms.
● Work to develop an understanding of standard issues and assist in the creation and maintenance of technical documentation and
processes.
● Deploy software and system images for multiple OS and hardware standards.

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● Follow Global Payments company policies, procedures, and standards, as aligned.
● Performs other responsibilities associated with this position as may be appropriate and assigned.
● Follow personnel and department policies and procedures as outlined in the Employee Handbook and coordinate issues as needed
through the Human Resources department.
Knowledge, Experience, Skills, and Behaviors
Required Education
● High School Diploma or GED
● College coursework in the Computer Science, Management Information Systems or related field of study
Preferred Education/Certification:
● Degree in computer science or related field preferred, or equivalent work experience.
● At least one certification in CompTIA, Microsoft, Cisco, or ITIL Foundation.
Required Experiences:
● 1-2 years practical experience in an IT Support role/Tech Support/Customer Service or combination of work experience and education
● Experience working with multiple operating systems and hardware platforms, including, but not limited to PC and MAC.
● Active Directory administration.
● Knowledge in Password Reset Processing.
Skills\Behaviors:
● Proven team player with outstanding interpersonal and communication (written & oral) skills.
● Ability to manage multiple issues at one time with exceptional follow through.
● Exhibits an energetic attitude that promotes teamwork, integrity, and results.
● Experience working in cross-functional roles and culturally sensitive environments.
● An aptitude for identifying, analyzing, and resolving common technical issues, questions, and problems that occur in desktops, mobile
devices, operating systems, software, hardware, and peripherals.
Physical Requirements and Working Conditions
Physical Requirements:
Those required in a typical office environment include sitting most of the time, finger dexterity for computer and paperwork, talking to convey
detailed or important instructions, average hearing for normal conversations, and average visual acuity. Lifting and maneuvering of supplies,
materials, or equipment weighing up to 50 pounds.
Working Conditions:
No hazardous or significantly unpleasant conditions.
Supplemental
The above statements describe the general nature and level of work being performed as of the date of preparation and approval. They are not to
be construed as an exhaustive list of all responsibilities, duties, and skills required of the position. Employees holding this position will be
required to perform any other job-related duties as requested by management. The job description does not constitute an employment
agreement between the employer and employee, and all requirements are subject to possible modification to reasonably accommodate
individuals with disabilities.