Service Desk Analyst — 1st Line IT Support & Customer Focus

Infosys BPM Philippines; Taguig; On-site; PHP 391,000 - 580,000; Full time

Job summary

Infosys BPM Philippines is seeking a capable IT Service Desk Associate to assist customers via calls and alternate channels, delivering timely resolution while following SOPs. You will provide 1st level technical support and ensure availability of systems.

The role requires graduate or undergrad with BPO experience, excellent English, night shift flexibility, and familiarity with MS Office and ticketing tools; prior service desk exposure is preferred.

Qualifications

• Graduate of any degree, undergrads encouraged with compensatory BPO experience.
• Excellent communication skills and 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 Service Desk experience.
• Working knowledge of MS Office products and ticketing tools.
• General knowledge of OS across platforms and basic productivity apps.
• Experience in remote support for laptops/desktops/LAN issues and application support.
• Intermediate knowledge of iOS/Android/Windows Small Forms.
• Familiarity with ITIL framework is an advantage.
• Knowledge of McAfee products.

Responsibilities

• Assist customers via calls; other channels may include email and chat.
• Provide 1st level technical support and service restoration.
• Follow systematic processes to meet timelines and SOPs.
• Perform issue analysis and contribute to problem management.
• Research and educate clients; identify opportunities to meet needs.
• Meet program KPIs and SLAs; adhere to processes and policies.
• Handle ad-hoc tasks based on business needs.

Skills

Communication skills

English fluency

Customer focus

Problem solving

Attention to detail

Teamwork

Education

Any degree or undergraduate with BPO experience

Tools

MS Office

Ticketing tools

MS Outlook

Lotus Notes

VPN

Networking basics

Job description

Infosys BPM Philippines is seeking a capable IT Service Desk Associate to assist customers via calls and alternate channels, delivering timely resolution while following SOPs. You will provide 1st level technical support and ensure availability of systems.

The role requires graduate or undergrad with BPO experience, excellent English, night shift flexibility, and familiarity with MS Office and ticketing tools; prior service desk exposure is preferred.