IT Service Desk Analyst - 1st Line Support Pro

Infosys BPM Philippines; Taguig; Vor Ort; PHP 335.000 - 502.000; Vollzeit

Zusammenfassung

Infosys BPM Philippines is seeking an experienced Service Desk professional to support customers via calls, emails, and chats from Taguig, Philippines. The role focuses on 1st level technical support, issue resolution, and maintaining service availability.

Ideal candidates have 18+ months of IT Service Desk experience, international voice exposure, and strong English communication skills. The position requires flexibility for night shifts and weekend schedules, with proficiency in MS Office and

Qualifikationen

• Graduate of any degree, undergrads are also encouraged to apply with compensatory BPO experience.
• Excellent communication skills and must be fluent in English.
• With at least 18 months IT Service Desk experience, preferably from BPO or Shared Services.
• Must have international voice support exposure from any Service Desk experience.
• Working knowledge of MS Office products and ticketing tools.
• General knowledge of operating systems across platforms and MS Outlook/Excel/Email clients.
• Experience in Service Desk/Tech support with remote support for laptops/desktops/network issues.

Aufgaben

• Assist customers via calls as the major support channel; other channels may include email and chat.
• Provide 1st level technical support and service restoration to ensure system availability.
• Follow a systematic and analytical problem-solving approach to meet standards and timelines.
• Provide initial issue analysis and collaborate for problem management and escalation when needed.
• Conduct research to resolve issues, educate clients, and promote Infosys BPM services.
• Meet program KPIs and SLAs to ensure client satisfaction.
• Adhere to program processes, policies and procedures.

Kenntnisse

Excellent communication

IT Service Desk

Night shifts

Remote support

International voice support

Customer-focused

KPI-driven

Ausbildung

Any degree

Tools

MS Office

Lotus Notes

Ticketing tools

Jobbeschreibung

Infosys BPM Philippines is seeking an experienced Service Desk professional to support customers via calls, emails, and chats from Taguig, Philippines. The role focuses on 1st level technical support, issue resolution, and maintaining service availability.

Ideal candidates have 18+ months of IT Service Desk experience, international voice exposure, and strong English communication skills. The position requires flexibility for night shifts and weekend schedules, with proficiency in MS Office and