Senior Service Desk Analyst

QBE Insurance

Senior Service Desk Analyst handling support requests and providing technical solutions at QBE. Collaborating with teams to improve service delivery and enhance customer satisfaction.

Posted 5/26/2026full-timeCebu • 🇵🇭 PhilippinesSeniorWebsite

Tech Stack

Tools & technologies

CitrixDNSTCP/IP

About the role

Key responsibilities & impact

Acts as the routine contact point, receiving and handling requests for support.
Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
Assists with the development standards, and applies these to track, monitor, report, resolve or escalate issues.
Contributes to creation of support documentation.
Acts as technical escalation for Service Desk Analysts for any issue prior to being escalated to L2
Conducts trend analysis on most common issues escalated and propose & implement ways to improve SLAs
Handling of Incidents or Requests in alignment with QBE IT processes and procedures individually if required
Assists in the development and improvement of QBE problem and incident management processes and procedures
Researches and documents technical solutions using all available resources
Identifies and documents improvements to technical resolution processes
Provides guidance and expertise for issues within existing processes and procedures
Aides SDAs to ensure all tickets handled are up-to-date and in progress towards resolution
Addresses customer escalations on technical and process-related concerns
Provides insights to team direction for improvement
Conducts trend analysis on raised issues and proposes and implements ways to improve issue prevention
Provides technical expertise and mentoring to Service Desk Analyst based on scorecard results and escalations
Coordinates and supervises routine day-to-day work

Requirements

What you’ll need

Bachelor's Degree or equivalent combination of education and work experience
2 years relevant experience
Outstanding analysis & problems solving skills
Excellent communication skills, both written and verbal - fluent in English
Good IT technical skills and detailed understanding of the support centre/help desk process
Ability to troubleshoot IT problems over the phone
Experience with Microsoft Active Directory, Active Roles, Citrix & a basic understanding of TCP/IP, DHCP, DNS & Networking concepts

Benefits

Comp & perks

Willing to work on shifting and flexible schedule
Willing to work at Cebu Business Park, Ayala, Cebu City or Bonifacio Global City, Taguig City, Manila

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingincident managementproblem managementtrend analysistechnical documentationservice desk processesSLA improvementtechnical escalationsupport standards

Soft Skills

analysisproblem solvingcommunicationmentoringcustomer serviceteam directionguidancesupervision

Certifications

Bachelor's Degree