Service Desk Analyst | BGC, Taguig

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

Be a #KaInfoscion and become an ambassador of our core values - CLIFE+S; Client Value, Leadership by Example, Integrity and Transparency, Fairness, Excellence and Stewardship.

Overview of the role but not limited to:

• Assist customers via calls as the major support channel (channels may also vary depending on the program and business need such as email and chats) and provide appropriate and timely resolution to concerns or queries following organization’s and client's SOPs thereby ensuring customer satisfaction
• Provide 1st level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.
• Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Execute transactions as per the prescribed timelines.
• Provide 1st measure analysis of issues and inputs for problem management. Leverages best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling business need such as email and chats) and provide appropriate and timely resolution to concerns or queries following organization’s and client's SOPs thereby ensuring customer satisfaction
• Performs research or due diligence to resolve issues, educate clients, and promote client’s products and services; identify and offer new opportunities and solutions to meet customer needs as appropriate.
• Meet program specific KPIs (Key Performance Indicators) and SLAs (Service Level Agreements) to ensure client satisfaction as part of employee performance evaluation
• Adhere to program specific processes, policies & procedures
• Perform assigned tasks and ad-hocs based on business need

Requirements:

• Graduate of any degree, undergrads are also encouraged to apply 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 Orgs or Shared Services
• Must have international voice support exposure from any Service Desk experience
• Working knowledge of MS Office products and background for any ticketing tools
• General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.
• With experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
• Intermediate knowledge of T/S Small Forms (iOS, Android, Windows)
• Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
• Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
• Intermediate knowledge of Network collaborations & VPN T/S
• Basic networking knowledge on PBX Administration Avaya or similar Anti-Virus & IT Security best practices implementation & administration
• Process compliance Knowledge of the ITIL Framework is an advantage but not required
• Knowledge of McAfee products
• With no issues and concerns reporting onsite 100%. Candidates who live nearby our offices will have better advantages
• With no issues and concerns working on night shifts, shifting schedules and split offs as necessary, working on holidays and weekends
• Good attention to details and strong problem-solving skills
• Customer-focused, solution oriented and KPI-driven

Our office is located at Our office is located at 19F BGC Corporate Centre, 11th Avenue cor. 30th Street Fort Bonifacio, Taguig City, Philippines

We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines