Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

General Equivalency Diploma

Travel Percentage :

0%

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

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 3 years of experience in IT Helpdesk or more than 5 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.

Educated to at least GCSE English Grade A-C.

Experience in MS Office and using basic software applications.

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

Knowledge of the card payments industry preferred

Transaction Processing and Banking

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

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

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

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.

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.

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.

Identify fraud patterns through the monitoring of high-risk clients

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

Accurately document all actions taken on a case

Responsible for maintaining knowledge of fraud situation in the industry

What We Offer:

A competitive salary and benefits

Great workspaces with dedicated and motivated colleagues

A variety of career development tools, resources & opportunities

An organization that champions Inclusion & Diversity & Women in Technology

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Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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