Product Support Analyst I — Incident & SLAs

FIS; Makati; On-site; PHP 240,000 - 420,000; Full time

Job summary

FIS in Makati, Philippines, is looking for a Service Desk professional to support incident handling and end-user inquiries. The role requires handling incidents from initial contact through resolution, with emphasis on a positive end-to-end client experience.

Under supervision, you will triage, document resolutions, and coordinate with specialists as needed, while contributing to knowledge bases and process improvements for ongoing support excellence.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• Experience with incident management or service desk steps is a plus.
• Ability to follow procedures and document resolutions clearly.

Responsibilities

• Collect incident information through client conversations and self-service tools.
• Triages basic incidents and requests related to software and infrastructure.
• Update clients and stakeholders on incident status with timely progress reports.
• Document resolutions and contribute to knowledge bases.

Education

Bachelor’s degree or equivalent technical or vocational education in a related field

Job description

FIS in Makati, Philippines, is looking for a Service Desk professional to support incident handling and end-user inquiries. The role requires handling incidents from initial contact through resolution, with emphasis on a positive end-to-end client experience.

Under supervision, you will triage, document resolutions, and coordinate with specialists as needed, while contributing to knowledge bases and process improvements for ongoing support excellence.