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Information Technology
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050035 Requisition #

SGS is the world’s leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 80,000 employees, SGS operates a network of over

1,650 offices and laboratories around the world.

 
Application Support 2 [HDA]
 
PRIMARY RESPONSIBILITIES
 
 
 
 
 
 
 
  • Analysis of application support requests / incidents
    • Incident evaluation / validation to confirm severity

    • Determining resolutions and further escalations

    • Providing technical and / or operational opinion towards incident resolutions or alternative course of action prior to final resolution

  • Information dissemination to the business operations community
  • Providing support to IT analysis and development team
  • Providing support to the business leadership and implementation team
 
 
 
REPORTING LINE
 
 
 
 
  • Frontline Supervisor or Helpdesk Analysis Team Leader
 
 
 
 
 
 
 
 
SPECIFIC RESPONSIBILITIES
 
 
 
 
 
 
 
 
 
 
 
 
  • Receive tickets for analysis, further evaluation, resolution and/or escalation.
  • Receive delivery documents to keep track of application changes and to manage the information dissemination to the user community and to other support functions.
  • Keep track of business operations documentations to ensure clear identification of business issues
  • Evaluate problem resolutions and delivery of application changes to anticipate impact to business and users in order to keep the user community well informed.
  • May facilitate / Conduct trainings on the use of supported business application
  • Provide assistance to frontline tasks when the need arises.
  • Take part on projects and activities for proactive business operations support.
 
  • Performs other related duties as may be assigned either in support of departmental goals or for his/her personal or professional training, education or development as programmed by his/her immediate superior.
  • Complies with the QHSE policies including but not limited to:
  • Demonstrates strong commitment to SGS QHSE Policies, Procedures, and Work Instructions by participating in safety meetings, completing required training, intervening in unsafe situations, refusing unsafe work, and complying fully with all applicable laws and regulations related to QHSE.

     
  • Responds appropriately to emergency situations and assists other staff members in maintaining readiness to respond to emergencies within the workplace.

     
  • In accordance with the SGS QHSE Management System requirements, disposes of, or directs the disposal of, waste generated as a part of daily work performed in a safe manner and in compliance with all waste transportation and disposal regulations and requirements.

     
  • Reports all incidents (actual incidents and near misses) in accordance with the SGS Incident Reporting requirements.

     
  • Uses all equipment (including safety equipment) in the manner intended and reports any damaged / lost equipment to supervisor.

     
  • Maintain a safe and tidy worksite.
     
  • Maintains awareness of hazards and proposes controls to supervisor, QHSE Representatives or relevant client / site contact.

     
  • Actively participates in incident investigations and risk assessments as deemed necessary by SGS management.

 
 
 
PROFILE
 
 
 
 
 
 
 
  • Bachelor degree or equivalent in engineering/Information technology/Service management courses.
  • IT Literate - Knowledgeable in the use of internet based applications, e-mail communications, MS word &  MS excel
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

REQUIRED SKILLS

 
 
 
 
 
 
 
 
Experience/Technical Knowledge
  • Experience in working environment observing complex business process and business rules.
  • Experience of multi-cultural environments.
  • Experience or training in customer service work
 
Language
  • English
 

   Additional information[1]

  • Focus: The ability to remain focused on the mission, on what’s important to the business despite distractions of day to day Helpdesk tasks.
  • Problem Solving: The ability to identify and resolve problems quickly and effectively
  • Pro-activity: The ability to take initiative to make improvements.
  • Communication: The ability to listen to users and convey ideas and solution effectively
  • Teamwork: Ability to work in a team both local and remote
  • Technical Skills: The ability to learn new products
  • Language: Fluent English and preferable other languages such as French and Spanish
  • Customer Skills: The ability to interact with customers in a polite and professional manner
  • Willingness and ability to travel worldwide
 

SGS is the world’s leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 80,000 employees, SGS operates a network of over

1,650 offices and laboratories around the world.

 
Application Support 2 [HDA]
 
PRIMARY RESPONSIBILITIES
 
 
 
 
 
 
 
  • Analysis of application support requests / incidents
    • Incident evaluation / validation to confirm severity

    • Determining resolutions and further escalations

    • Providing technical and / or operational opinion towards incident resolutions or alternative course of action prior to final resolution

  • Information dissemination to the business operations community
  • Providing support to IT analysis and development team
  • Providing support to the business leadership and implementation team
 
 
 
REPORTING LINE
 
 
 
 
  • Frontline Supervisor or Helpdesk Analysis Team Leader
 
 
 
 
 
 
 
 
SPECIFIC RESPONSIBILITIES
 
 
 
 
 
 
 
 
 
 
 
 
  • Receive tickets for analysis, further evaluation, resolution and/or escalation.
  • Receive delivery documents to keep track of application changes and to manage the information dissemination to the user community and to other support functions.
  • Keep track of business operations documentations to ensure clear identification of business issues
  • Evaluate problem resolutions and delivery of application changes to anticipate impact to business and users in order to keep the user community well informed.
  • May facilitate / Conduct trainings on the use of supported business application
  • Provide assistance to frontline tasks when the need arises.
  • Take part on projects and activities for proactive business operations support.
 
  • Performs other related duties as may be assigned either in support of departmental goals or for his/her personal or professional training, education or development as programmed by his/her immediate superior.
  • Complies with the QHSE policies including but not limited to:
  • Demonstrates strong commitment to SGS QHSE Policies, Procedures, and Work Instructions by participating in safety meetings, completing required training, intervening in unsafe situations, refusing unsafe work, and complying fully with all applicable laws and regulations related to QHSE.

     
  • Responds appropriately to emergency situations and assists other staff members in maintaining readiness to respond to emergencies within the workplace.

     
  • In accordance with the SGS QHSE Management System requirements, disposes of, or directs the disposal of, waste generated as a part of daily work performed in a safe manner and in compliance with all waste transportation and disposal regulations and requirements.

     
  • Reports all incidents (actual incidents and near misses) in accordance with the SGS Incident Reporting requirements.

     
  • Uses all equipment (including safety equipment) in the manner intended and reports any damaged / lost equipment to supervisor.

     
  • Maintain a safe and tidy worksite.
     
  • Maintains awareness of hazards and proposes controls to supervisor, QHSE Representatives or relevant client / site contact.

     
  • Actively participates in incident investigations and risk assessments as deemed necessary by SGS management.

 
 
 
PROFILE
 
 
 
 
 
 
 
  • Bachelor degree or equivalent in engineering/Information technology/Service management courses.
  • IT Literate - Knowledgeable in the use of internet based applications, e-mail communications, MS word &  MS excel
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

REQUIRED SKILLS

 
 
 
 
 
 
 
 
Experience/Technical Knowledge
  • Experience in working environment observing complex business process and business rules.
  • Experience of multi-cultural environments.
  • Experience or training in customer service work
 
Language
  • English
 

   Additional information[1]

  • Focus: The ability to remain focused on the mission, on what’s important to the business despite distractions of day to day Helpdesk tasks.
  • Problem Solving: The ability to identify and resolve problems quickly and effectively
  • Pro-activity: The ability to take initiative to make improvements.
  • Communication: The ability to listen to users and convey ideas and solution effectively
  • Teamwork: Ability to work in a team both local and remote
  • Technical Skills: The ability to learn new products
  • Language: Fluent English and preferable other languages such as French and Spanish
  • Customer Skills: The ability to interact with customers in a polite and professional manner
  • Willingness and ability to travel worldwide
 

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