Service Desk Analyst: 1st-Line IT Support & Problem Solver

INFOSYS BPM LIMITED Philippine Branch; Taguig; On-site; PHP 279,000 - 446,000; Full time

Job summary

INFOSYS BPM LIMITED Philippine Branch is seeking a qualified IT service desk professional to handle customer calls and provide timely resolutions following SOPs. The role includes 1st level technical support, service restoration, and fulfilling service requests to ensure maximum availability of information systems.

The ideal candidate has 18+ months of IT service desk experience, international voice support exposure, and strong knowledge of MS Office and ticketing tools.

Qualifications

• Graduate of any degree; undergrads are encouraged with compensatory BPO experience.
• Excellent communication skills and must be fluent in speaking, writing & reading English.
• With at least 18 months IT Service Desk experience, preferably from any BPO or Shared Services.
• Must have international voice support exposure from any Service Desk experience.

Responsibilities

• Assist customers via calls and other channels; resolve queries per SOPs to ensure satisfaction.
• Provide 1st level technical support, service restoration, and fulfillment of service requests.
• Follow a systematic, disciplined approach to problem solving and execute transactions on time.
• Provide 1st measure analysis and escalate, coordinate with cross-functional teams as needed.

Skills

Excellent communication

Fluent English

IT Service Desk

International voice support

Ticketing tools

MS Office

Education

Any degree

Tools

MS Office

Ticketing tools

Job description

INFOSYS BPM LIMITED Philippine Branch is seeking a qualified IT service desk professional to handle customer calls and provide timely resolutions following SOPs. The role includes 1st level technical support, service restoration, and fulfilling service requests to ensure maximum availability of information systems.

The ideal candidate has 18+ months of IT service desk experience, international voice support exposure, and strong knowledge of MS Office and ticketing tools.