Administrator - IT Service Desk (Spanish and/or Portuguese Speaker) (Pasig City, National Capital Region (NCR), PH, 1604)

About Orica

At Orica, it's the power of our people that leads change and shapes our futures. Every day, all around the world, our people help mobilise vital resources essential to progress. Established in 1874, we have grown to become the world leader in mining and civil blasting with a diverse of team of more than 13,000 across the world.

It's an exciting time to join us - we are shaping the future of mining through digital and automated technologies, embracing new ways of thinking, pioneering innovation and reimagining the way we work.

About the role

We are excited to announce a pivotal opportunity for an IT Service Desk Administrator (Spanish) role to join our esteemed Orica GBS (Global Business Services) team on a hybrid working setup in our Manila office in Pasig City.

The IT Service Desk Administrator is responsible for delivering frontline technical support by efficiently managing incidents, service requests, and user inquiries. This role involves maintaining accurate service records, generating detailed reports, and ensuring compliance with established IT procedures.

As an IT Service Desk Administrator, you will provide timely and effective guidance to end-users, aiming to resolve issues at first contact whenever possible. On top of this, the position requires bilingual capabilities, including English, to support a diverse user base and enhance overall communication and service quality.

What you will be doing

The IT Service Desk Administrator serves as the first point of contact for end-users, delivering prompt and customer-focused technical support through ITSM tools and designated service channels. They are responsible for logging and prioritizing incidents and service requests, ensuring timely resolution or escalation in line with service level agreements (SLAs). The Administrator also responds to ad-hoc service inquiries, maintains accurate records of all actions taken, and provides clear guidance to users, including directing them to self-service resources when appropriate.

In addition to resolving technical issues, the Administrator plays a key role in maintaining service quality and consistency. They follow established procedures, document resolution activities thoroughly, and escalate significant incidents to supervisors when necessary. The role includes contributing to the improvement of the knowledge base by identifying outdated or unhelpful articles, participating in team meetings and training sessions, and collaborating with other support teams to enhance service desk operations. Regular performance reviews and KPI tracking help align individual goals with business needs.

A unique aspect of this role is its bilingual support function (Spanish). The Administrator uses translation tools to assist users in various languages, performs quality assurance on bilingual tickets, and acts as an escalation point for cross-regional support. They also mentor colleagues on effective communication across languages and regions, ensuring seamless service delivery. Flexibility in providing additional language support is essential, allowing the Administrator to adapt to evolving business requirements while maintaining high standards of customer service.

What you will bring

• Bachelor's degree in information technology, Computer Science, Business Administration, or a related field. Relevant certifications (e.g., ITIL Foundation) are highly desirable.
• Minimum 2 years of experience in an IT Service Desk or similar support role within a global organisation.
• Language proficiency in: SPANISH
• Strong analytical and problem-solving abilities, capable of diagnosing issues quickly and accurately.
• Proficiency in using ITSM tools, understanding of ITIL framework, and knowledge of common IT systems and applications
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Demonstrated commitment to delivering high-quality customer service, with a focus on user satisfaction.
• Ability to manage multiple tasks simultaneously, prioritising effectively to meet deadlines.

What we offer

As part of a truly global company, you will have the ability to grow and learn in a diverse, collaborative culture. We foster relationships and learning through connected global and local teams, promote flexible and diverse career paths and support the development of your knowledge and skills.

You will be paid a competitive salary, learn from talented individuals across multiple disciplines and be able to thrive in a safe workplace within a collaborative culture. Ignite your career at a place where your distinct potential can find its home.

We respect and value all

Orica promotes and fosters a culture of inclusion and Equal Opportunity Employment everywhere we operate. We treat our people and applicants with fairness, dignity, and respect, getting the best of everyone's contributions.

All qualified applicants will receive consideration for employment without regard to race, religion, sexual orientation, gender perception or identity, nationality, age, military or veteran, marital or disability status.