Analyst I, Product Technical Support

FIS; Manila; On-site; PHP 180,000 - 300,000; Full time

Job summary

FIS is seeking an entry-level IT support professional to collect incident information, triage basic issues, and ensure timely updates to clients. You will work under supervision to resolve incidents within established SLAs, coordinate with specialists when needed, and contribute to knowledge bases for ongoing improvement.

Responsibilities include documenting resolutions and supporting ongoing operational tasks in a client-facing service desk environment.

Qualifications

• Familiarity with incident tracking and basic triage processes.
• Ability to follow established procedures to resolve common issues.
• Strong written and verbal communication skills in a professional setting.

Responsibilities

• Collect incident information from clients and self-service tools.
• Track incidents from identification to resolution with adherence to SLAs.
• Coordinate with other support resources to escalate or route complex issues.
• Document resolutions to support knowledge bases and future inquiries.

Skills

Incident management basics

Customer service

Communication skills

Education

Bachelor’s degree or equivalent

Job description

Under close supervision, collects incident information through client conversations and self-service support tools, ensuring a thorough understanding of each issue. Tracks incidents and requests from identification through resolution, emphasizing a seamless and positive end-to-end client experience. Conducts structured initial assessments and triages for basic incidents and requests related to application software products and infrastructure components. Communicates promptly on progress, ensuring timely updates to clients and internal stakeholders on the status of incident resolution. Coordinates with other service desk resources or appropriate support personnel to resolve incidents that are beyond the immediate scope, routing issues to specialists as needed. Under direct supervision, executes against established Service Level Agreements (SLAs) with precision, meeting defined response and resolution time commitments. Documents resolutions thoroughly, contributing to the ongoing development and improvement of self-help and staff knowledge bases. Participates in collaborative learning, contributing insights and updates to knowledge bases to enhance the collective understanding of support processes. Makes enhancements to processes, workflows, and contributes to a positive and dynamic support environment. Entry-level role involving individual contributor work focused on supporting operational tasks. Responsible for making minor adjustments to systems to resolve issues and ensure task completion. The work involves addressing problems that are not immediately obvious but can be resolved by applying established procedures and guidelines. Communication is primarily internal and centers on exchanging information, requiring explanation or interpretation. Role is performed independently under close supervision and may include offering-routine guidance to other. A bachelor’s degree or an equivalent technical or vocational education in a related field is generally required.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.