IT Help Desk Analyst - First-Line Support & SLA Focus

INFOSYS BPM LIMITED Philippine Branch; Philippines; On-site; PHP 268,000 - 424,000; Full time

Benefits offered by this job

Sign-on bonus ₱20,000

Job summary

Infosys BPM Limited Philippine Branch seeks an L1 Service Desk Analyst to provide multi-channel support for hardware, software, and infrastructure. You will handle incidents and service requests end-to-end, document steps, and escalate when needed to ensure SLAs are met.

Candidates should have a bachelor’s degree and 12+ months in a Service Desk role, with knowledge of Service Now and Active Directory. This is an onsite role at BGC, Taguig, Philippines.

Qualifications

• Bachelor's Degree graduate.
• Minimum 13 months of BPO experience, including at least 12 months in Service Desk.
• Must have basic knowledge of overall SD processes.
• Familiar with Service Now and Active Directory.

Responsibilities

• Provide first level support via phone, chat, email, and self-service for hardware, software and infrastructure.
• Manage end-to-end incidents and service requests with SLA adherence.
• Answer questions on installation, operation, configuration, and usage of products.
• Escalate complex issues to higher support levels and coordinate with teams.
• Document incidents thoroughly and keep users informed of resolution steps.
• Follow SOPs and support procedures to ensure timely, accurate processing.

Skills

Customer service

Communication

English proficiency

Attention to detail

Time management

Education

Bachelor's Degree Graduate

Tools

Service Now

Active Directory

Job description

Infosys BPM Limited Philippine Branch seeks an L1 Service Desk Analyst to provide multi-channel support for hardware, software, and infrastructure. You will handle incidents and service requests end-to-end, document steps, and escalate when needed to ensure SLAs are met.

Candidates should have a bachelor’s degree and 12+ months in a Service Desk role, with knowledge of Service Now and Active Directory. This is an onsite role at BGC, Taguig, Philippines.