The IT Service Centre delivers a high-quality Service Desk service based on best practices and proven solutions, where qualified personnel and transparent processes ensure seamless user experiences. We aim to improve the quality of IT support and aim for optimization of tools and methods, and a certain level of automation. Being part of IT Service Centre means you will be part of a continued maturity and improvement journey. Your observations and ideas count, and you will have plenty of possibilities for learning and growth.

The Service Desk agents provide IT support for all IT end-users in the most effective and transparent way, adhering to processes. The agents handle inquiries, evaluate and resolve issues relating to IT equipment, applications, and networks, and generally communicate properly with the end-users and stakeholders.

They are expected to continuously suggest how to improve services as well as contribute with the knowledge to end-users and stakeholders.

Overall, it is all about the support to the end-users being one top priority of a Service Desk Agent.

Enterprise Support Functions > Digital Support Services (DSS) > IT Service Centre

Responsibilities

• Directly resolve incidents & requests as they arrive & escalate advanced cases to higher-level IT
• Act as the first point of contact for all IT Users
• Address/resolve user queries raised via various channels (Call/Chat/Email/Self- Service) along with proper documentation in ServiceNow
• Maintain ticket hygiene
• Provide resolution/assign the tickets to the relevant resolver groups
• Identify and perform an initial assessment of reported critical incidents
• Refer to knowledge base articles when resolving issues
• Follow defined processes while attempting to resolve incidents
• Creating child tickets and tagging them with Parent tickets (where applicable)

Qualifications

• Fluent in the English language, both written and verbal
• Have effective time management skills and should be able to set priorities when handling multiple cases
• Experience with or exposure to ServiceNow, Office365, Active Directory, Windows OS, Citrix, Cisco VPN
• ITIL, MCP, or similar certification is beneficial for this role

Competencies

• As a person, you are professional and conscientious by nature with a strong sense of quality. You are versatile with a constructive mindset and an innovative mindset, and you thrive in an evolving environment with motivated people. Furthermore, you are/have:
• Prepared and willing to work on any shift as well as holidays as needed
• Resourceful nature and attitude and can blend well with different kinds of personalities
• Using ingenuity as part of regular work performance
• Openness to feedback
• Exposure to the ServiceNow Ticketing tool is beneficial

What we offer

We offer you an engaging role with great professional and personal development opportunities in an inspiring, progressive, international work environment at an established manufacturer of wind turbines. We offer attractive company perks like fitness subsidy, health insurance, pension, life insurance, medical allowance, travel allowance, internet allowance, etc. We have a modern, inspiring office overlooking Manila Bay, conveniently located near public transport. We believe in work-life balance and plan annual offsite outings, team building, and sports events. In Vestas, you will experience an innovative environment where each day offers steady opportunities for your personal as well as professional growth.

Additional Information

We do amend or withdraw our jobs and reserve the right to do so at any time, including before the advertised closing date. Please be advised to apply on or before the 31st of January 2025.

Additional Benefits

• Fitness Subsidy
• Retirement Benefit Plan

BEWARE - RECRUITMENT FRAUD
It has come to our attention that there are a number of fraudulent emails from people pretending to work for Vestas. Read more via this link, https://www.vestas.com/en/careers/our-recruitment-process

DEIB Statement
At Vestas, we recognize the value of diversity, equity, and inclusion in driving innovation and success. We strongly encourage individuals from all backgrounds to apply, particularly those who may hesitate due to their identity or feel they do not meet every criterion. As our CEO states, "Expertise and talent come in many forms, and a diverse workforce enhances our ability to think differently and solve the complex challenges of our industry". Your unique perspective is what will help us powering the solution for a sustainable, green energy future.

About Vestas
Vestas is the energy industry's global partner on sustainable energy solutions. We are specialised in designing, manufacturing, installing, and servicing wind turbines, both onshore and offshore.
Across the globe, we have installed more wind power than anyone else. We consider ourselves pioneers within the industry, as we continuously aim to design new solutions and technologies to create a more sustainable future for all of us. With more than 185 GW of wind power installed worldwide and 40+ years of experience in wind energy, we have an unmatched track record demonstrating our expertise within the field.
With 30,000 employees globally, we are a diverse team united by a common goal: to power the solution - today, tomorrow, and far into the future.
Vestas promotes a diverse workforce which embraces all social identities and is free of any discrimination. We commit to create and sustain an environment that acknowledges and harvests different experiences, skills, and perspectives. We also aim to give everyone equal access to opportunity.
To learn more about our company and life at Vestas, we invite you to visit our website at www.vestas.com and follow us on our social media channels. We also encourage you to join our Talent Universe to receive notifications on new and relevant postings.