Senior Service Desk Analyst (AU Retail, Office-based) at Connectly

Mandaluyong, Metro Manila, Philippines

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

RetailIndustries

Requirements

At least 3+ years’ experience in a service desk environment or call center
Sound knowledge of supporting Microsoft technologies, including MS Office suite, Exchange, Active Directory, Office 365, and Windows 10
ITIL foundations (desirable)
Exposure to ServiceNow, Salesforce, Active Directory, SharePoint, and Point of Sales (POS) (desirable)
Ability to support networking issues including cabling and wireless, remote access connectivity (VPN), IP telephony, and mobile devices
Excellent customer service and technical & troubleshooting skills
Demonstrated experience in leading a team of IT Service Desk and/or IT Operational departments within a complex multi-location business (nice to have)
Knowledge of the retail industry (highly desired)
Ability to understand requirements and documentation procedures
Ability to work independently and as part of a team under pressure to meet deadlines
Effective communication and summarization skills for management and team members

Responsibilities

Deliver first and second level support in a Service Desk setting
Handle calls and assignments from end users and colleagues professionally and follow standard procedures
Provide troubleshooting for various issues, from standard PC failures to critical outages
Manage distribution of approved software mechanisms
Test and implement desktop image updates and platform patches
Ensure strict compliance with licensing and maintain accurate inventory records
Maintain ownership of Team Member requests and incidents until resolved
Regularly communicate with the Team Member and coordinate with relevant support teams
Assist with account administration as needed
Offer advanced support to remote team members, addressing information security threats
Train and support junior staff in updated administration procedures if applicable
Maintain ticket hygiene by documenting incidents and requests in the organization’s incident management system, while adhering to all quality documentation requirements
Take on the role of Sr. Analyst in supporting application issue resolution and organizational tasks as needed
Ensure all relevant processes are documented and current
Develop and train others on new procedures for emerging applications or platforms where applicable

Skills

Active Directory

Office 365

Windows 10

Exchange

MS Office

ServiceNow

Salesforce

SharePoint

ITIL

VPN

IP Telephony

POS

Connectly

AI-powered marketing automation for e-commerce

About Connectly

Connectly.ai automates sales and marketing for e-commerce businesses through its AI-powered platform, Sofia AI. This platform integrates with popular e-commerce systems like Shopify and Vtex, allowing for automated, personalized conversations with customers across various channels. Connectly.ai stands out by significantly reducing time spent on administrative tasks and improving the sales closing process. The company's goal is to enhance efficiency and sales for e-commerce businesses.

San Francisco, CaliforniaHeadquarters

2020Year Founded

$33.7MTotal Funding

SERIES_BCompany Stage

Consumer Software, AI & Machine Learning, Consumer GoodsIndustries

51-200Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Unlimited Paid Time Off

Flexible Work Hours

Remote Work Options

Company Equity

Risks

Increased competition from Alibaba's AI initiatives could overshadow Connectly's offerings.

Reliance on Shopify and Vtex poses risks if they develop their own AI solutions.

Rapid AI advancements require Connectly to continuously innovate to stay competitive.

Differentiation

Connectly.ai automates sales and marketing for e-commerce with AI-powered Sofia AI platform.

The platform integrates seamlessly with Shopify and Vtex, enhancing user experience and sales.

Connectly.ai supports over 20 languages, including local slang, for personalized customer interactions.

Upsides

Connectly.ai raised $20 million in Series B funding led by Alibaba in 2023.

The platform's AI-driven personalization boosts conversion rates and customer satisfaction.

Connectly.ai's multilingual support enhances global customer engagement and market reach.

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