Global IT Support Specialist - Quality & Helpdesk

Bayer AG; Taguig; On-site; PHP 420,000 - 620,000; Full time

Job summary

Bayer AG in Manila is seeking an IT Quality Expert to deliver first-level support for ValGenesis users worldwide. You will analyze requests, document troubleshooting steps, and escalate complex issues while coordinating with Global SMEs and IT teams to ensure smooth operations.

The role emphasizes strong communication, documentation, and process improvement, with ongoing training on ValGenesis and regulated IT practices. Local regulatory awareness is beneficial.

Qualifications

• Fluent English (written and spoken)
• Experience in customer support or service desk
• Ability to triage requests and document troubleshooting steps
• University degree or equivalent in IT, quality, or related field

Responsibilities

• Act as first point of contact for ValGenesis user requests and system issues
• Analyze requests, identify root cause, provide first-level resolution
• Assist users with ValGenesis processes and navigation
• Document incidents in ServiceNow with complete details
• Escalate complex issues to Global SME or second-level support
• Collaborate with local/global teams to ensure consistent support
• Maintain and improve local guidance, FAQs, and training materials
• Perform routine administrative tasks for system operations
• Identify recurring issues and contribute to improvements

Skills

Fluent English

Customer support

Problem analysis

Documentation

Cross-functional collaboration

Communication

Structured questioning

Organizational skills

Attention to detail

Education

Bachelor's degree or equivalent in IT/quality/business services

Tools

ServiceNow

Microsoft Teams

SharePoint

Word

Excel

PowerPoint

Job description

Bayer AG in Manila is seeking an IT Quality Expert to deliver first-level support for ValGenesis users worldwide. You will analyze requests, document troubleshooting steps, and escalate complex issues while coordinating with Global SMEs and IT teams to ensure smooth operations.

The role emphasizes strong communication, documentation, and process improvement, with ongoing training on ValGenesis and regulated IT practices. Local regulatory awareness is beneficial.