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Job Position ID:  3202

CSC Analyst

msg global solutions Philippines, Inc.
Location: 

Manila, PH

Employment Type:  Full Time

DUTIES AND RESPONSIBILITIES:

  1. Ticket Analysis and Dispatch
    1. Process incoming requests/emails and tickets.
      1. Create tickets (ESP, BCP, msg) for requests received via mail and phone.
      2. Creates accumulative tickets on a monthly and weekly basis.
      3. Update tickets with new information from customers or processors
      4. Dispatch tickets received via Service Market Place

i.e. SLA Monitor.

      1. Dispatch ticket to respective analyst if necessary.
  1. Coordination and Monitoring
    1. Monitors SLA for open and un-dispatched ticket and ensure that initial reaction time is met.
    2. Informs Consultants and Managers of urgent and high visible tickets and make sure that said tickets are processed.
  2. Process Compliance
    1. Ensure all relevant field in ESP/BCP/msg are correctly populated and compliant according to ISAE 3402 guidelines.
    2. Inform consultants of tickets that have long processing time and ensure that tickets are updated.
    3. Follow up reporters on their open issues to ensure requests are attended by processors on time.
    4. Assists msg consultants on any process-related questions and concerns.
  3. Report Generation
    1. Generates reports for CSEM on a daily and monthly basis.
  4. Administrative Responsibilities
    1. Records all hours in the Global AR Tool or equivalent ticketing tool on a daily basis.
    2. Submit accomplished tickets to leads on a daily basis.
  • Other related tasks that maybe assigned from time to time.

About msg global solutions

msg global solutions is a systems integrator, software development partner and managed services provider focused on SAP solutions for accounting, finance, regulatory reporting, performance management, customer experience and IoT. Operating from offices across the globe and growing, our expert teams help clients achieve operational efficiency and improve decision-making capabilities. While the heart of our expertise is in the financial services sector, our solutions are utilized in a wide range of industries.