Job Purpose: The role holder will function as an Application Expert / Lead in the Service Desk team within dnata Travel IT with an objective to: Provide 1st level support for dnata Travel B2B/B2C applications Analyse the service incidents (app. support) received directly from end users & incidents raised by technical vendors which are categorized as functional Monitor health of B2B/B2C Application and Server. Ensure service incidents are resolved within SLA, providing continuous updates to business users on status Guide business users on adhering to Standard Operating Procedures & Business Processes on systems Identify risks of delay in incident resolution & escalate to Team Lead Ensure Knowledge Base & FAQ are continuously updated with root cause analysis Ensure Service incidents are closed with accurate comments & categories to help in accurate data output Service Desk performance reporting Identify opportunities of reducing service incidents through various methods such as Training, system automation, etc. Provide administrative support on systems to configure & manage Master setups, System rules, end-user access, etc. Conduct testing on system defect fixes and ensure sign-off is provided within agreed timelines Seek opportunities to improve optimum & effective use of business systems Minimum Requirements: Applicants must be willing to work and relocate to Clark, Pampanga. Applicants must be a Filipino citizen or have a relevant residence status Must be a graduate of Information Technology, Computer Engineering or any related course Additional qualification in IT / Computer Science or ITIL or Service Management is an advantage, but not mandatory Minimum 3 years’ experience of which at least 2 years in a Service Desk role Experience in specific business areas such as B2B or B2C Demonstrated problem solving & process improvement experience Experience in the travel industry is an advantage, but not mandatory Strong skills in problem solving Demonstrable logical, creative, and analytical thinking skills Excellent written and verbal communication skills Proficiency in MS-Office applications Proficiency in computer software design and testing Key Responsibilities and Accountabilities: For system defects, prepare test plans for user acceptance testing and prepare training plans/update user guides/knowledge base for the release of systems defects. Analyse and diagnose production Application and Server alerts based on performance and capacity. Provide on-time updates to business users on upcoming system releases & defect fixes, including outages Drive the adoption of Service management processes & techniques to achieve the resolution of incident tickets within agreed SLA’s meeting business expectations Follow Standard Operating Procedure to drive adherence of service incident management. Provide high quality system support to the users by encouraging best practices to improve the productivity & cost efficiency Develop and leverage relationships with business operational staff & technical team members to define & deliver service to SLA’s. Monitor service incidents continuously ensure timely resolution, flagging risks to Team Lead Provide training/support to the business for assigned systems and drive improvements & changes recommended in the Causal Analysis reports Ensure Standard Operating Procedure, Knowledge Base, User Guides & all system documentation are up to date and available for use by the team & end-users Perform necessary testing for system defects, report the deviations through proper documentation and ensure the system is delivered in accordance with the specification Other task may be assigned Key Competencies: Delivery Open to Opportunity Collaboration Drive Engaging Others