Support Analyst - Service Desk QA Lead

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Hybrid

Job Description

Are you looking for a supportive and collaborative workplace with great benefits and clear career development You've come to the right place.

Why choose Manulife

• Competitive Salary packages and performance bonuses
• Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)
• Retirement savings benefit
• Rewarding culture that values wellness and well-being
• Performance Bonus
• Global network of industry experts
• Extensive training resources

Job Summary

The Support Analyst - Service Desk QA Lead primary role is to implement and oversee quality assurance processes, conduct regular audits of service desk interactions, and collaborate with the team to identify areas for improvement. He should work closely with leaders from the Vendor in ensuring that training, quality monitoring, and coaching are effectively being implemented to all employees from the Vendor to achieve Service Level Agreements and Objectives.

Key Responsibilities

• Conduct regular audits of service desk interactions, analyzing call recordings, chat transcripts, and ticket resolutions to identify areas for improvement.
• Collaborate with leaders from the Vendor to provide constructive feedback, coaching, and training to enhance performance and ensure consistency in service delivery.
• Actively identify trends, patterns, and root causes of service issues, working cross-functionally to implement corrective actions and preventive measures and increase First Call Resolution (FCR).
• Lead and participate in service desk quality improvement initiatives, contributing insights to enhance workflows, tools, and knowledge management.
• Collaborate with other departments to ensure alignment of quality assurance initiatives with overall organizational objectives and customer satisfaction goals.
• Stay abreast of industry best practices and emerging technologies related to service desk operations, incorporating relevant advancements into the quality assurance strategy.

Qualifications

• Bachelor's degree in any course (Computer related course is a plus.)
• Proven experience in a quality assurance role within an IT service desk environment.
• Strong technical service experience and customer service orientation (At least 5 yrs. of Technical Support/ Similar Senior role or SME role).
• Experience in Queue Management (At least 1 to 2 years experience)
• Experience in support of a dynamic Service Desk environment covering desktop and application troubleshooting is preferred.
• Strong verbal and written communication in English; able to effectively articulate technical vision, possibilities, and outcomes
• Detail-oriented with a commitment to maintaining high standards of service delivery.
• Strong leadership skills
• Strong time management and multi-tasking skills
• Strong listening, analytical, and problem-solving skills
• Strong organizational skills with emphasis on detail and follow-up
• Excellent Attendance Record
• Ability to work in a rotating schedule
• Ability to work in minimal supervision
• Average to excellent interpersonal skills
• Ability to work in a complex and fast-paced work environment
• Excellent work ethics
• Great team player
• Knowledge of Microsoft Office Suite, Active Directory and a variety of other Service Desk related applications.

Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as MFC on the Toronto, New York, and the Philippine stock exchanges, and under 945 in Hong Kong.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [Confidential Information].