Multilingual Service Desk Analyst – Dutch & French (Trilingual)

Gratitude Philippines; Manila; On-site; PHP 391,000 - 558,000; Full time

Job summary

Gratitude Philippines is seeking a Multilingual Service Desk Analyst fluent in Dutch and French to provide technical support and excellent customer service. Candidates must be able to speak, read, and write in both languages and demonstrate solid troubleshooting and communication skills.

The role involves resolving user issues via phone, email, and ticketing systems, following established procedures, and escalating where needed.

Qualifications

• 2+ years of technical support experience required.
• Ability to speak, read, and write in Dutch and French.
• Strong communication and customer service skills.
• Willingness to work 100% onsite in Taguig City.

Responsibilities

• Resolve user issues via phone, email, and case tracking systems.
• Provide fast, accurate, and professional technical support.
• Troubleshoot and resolve issues using established procedures.
• Follow escalation procedures and work with management and clients to ensure satisfaction.
• Maintain punctuality and follow shifts and rest-day schedules.

Skills

Technical support

Customer service

Troubleshooting

Communication

Tools

Case tracking systems

Job description

Job Title: Multilingual Service Desk Analyst – Dutch & French (Trilingual)

Job Description

We are looking for a Multilingual Service Desk Analyst – Dutch & French to provide technical support and excellent customer service to users. The role requires candidates who can speak, read, and write in both Dutch and French, along with strong technical troubleshooting and communication skills.

The successful candidate will be responsible for resolving user issues through telephone, email, and case tracking systems while ensuring fast, accurate, and professional service. The role involves troubleshooting technical issues, following established procedures and escalation processes, and working closely with management, colleagues, and clients to achieve customer satisfaction.

Key Responsibilities

• Resolve user issues using strong customer service, problem-solving, reasoning, and technical skills.
• Receive and respond to user inquiries and requests through telephone, email, and case tracking systems.
• Provide fast, accurate, and professional technical support.
• Troubleshoot and resolve issues using agreed procedures.
• Ensure quality work and timely turnaround of requests.
• Develop a comprehensive understanding of service desk tools and processes.
• Stay updated on products, policies, procedures, and operational changes.
• Work in partnership with local management, colleagues, and clients to resolve requests effectively.
• Follow established escalation procedures.
• Assist with non-complex work orders, service requests, and other support requirements assigned by the Service Desk management team.
• Maintain punctuality and follow assigned shifts, breaks, and rest-day schedules.
• Perform other duties as assigned by the management team.

Requirements

• Candidates with or without prior Service Desk experience may be considered; however, at least 2 years of technical support experience is required.
• Ability to speak, read, and write in Dutch and French.
• Strong communication and customer service skills.
• Good technical troubleshooting and problem-solving skills.
• Experience in Help Desk / IT Services or Technical Support.
• Willingness to work 100% onsite in Taguig City.
• Should demonstrate employment stability and should not be a job hopper.
• Must not be a current or former employee of CGI.
• Willing to work in a shifting schedule.

Visa Requirement

The client can process a working visa for the selected candidate. Preference will be given to candidates who already hold a Permanent Resident Visa (PRV) or Temporary Resident Visa (TRV).

Pre-Screening Questions

1. Can you speak, read, and write in Dutch and French?
2. What is your proficiency level in Dutch and French?
3. What is your nationality?
4. What type of visa do you currently hold?
5. What is your current location/present address?
6. How many years of Service Desk or Technical Support experience do you have?
7. What was your last drawn salary?
8. What is your salary expectation?
9. What is your notice period?