Service Desk Associate | BGC, Taguig

Hammerjack Pty Ltd; Taguig; On-site; PHP 279,000 - 446,000; Full time

Job summary

Infosys BPM Philippines invites applications for a 1st level technical support role, based in Taguig, Philippines. You will assist customers via calls, email, and chat, following SOPs to restore services and fulfill requests, ensuring optimal system performance.

The role requires strong communication, analytical thinking, and the ability to work effectively with cross-functional teams. Onsite work with flexible night shifts and weekend coverage is expected.

Qualifications

• Strong communication and customer service skills.
• Strong analytical and problem-solving skills.
• Ability to follow systematic and structured troubleshooting approaches.
• Ability to work effectively with cross-functional teams.
• Customer-focused, solution-oriented, and committed to meeting KPIs and SLAs.

Responsibilities

• Assist customers primarily through calls, with email and chat support depending on program and business needs, and provide timely and appropriate resolutions following established SOPs.
• Provide 1st level technical support, service restoration, service request fulfillment, and technical assistance to ensure maximum availability and performance of information systems.
• Apply a systematic, disciplined, and analytical approach to problem-solving while executing transactions within prescribed timelines.
• Perform initial analysis of issues, provide inputs for problem management, and leverage best-effort methods to resolve technical concerns.
• Coordinate with cross-functional teams and support team leads in training, reviews, and escalation handling.
• Perform research and due diligence to resolve issues and provide appropriate solutions based on customer needs.
• Meet program-specific KPIs and SLAs while adhering to established processes, policies, and procedures.
• Perform assigned tasks and ad-hoc responsibilities based on business needs.

Skills

Communication

Analytical thinking

Troubleshooting

Cross-functional collaboration

Customer-focused

Job description

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

Overview of the role but not limited to:

• Assist customers primarily through calls, with email and chat support depending on program and business needs, and provide timely and appropriate resolutions following established SOPs.
• Provide 1st level technical support, service restoration, service request fulfillment, and technical assistance to ensure maximum availability and performance of information systems.
• Apply a systematic, disciplined, and analytical approach to problem-solving while executing transactions within prescribed timelines.
• Perform initial analysis of issues, provide inputs for problem management, and leverage best-effort methods to resolve technical concerns.
• Coordinate with cross-functional teams and support team leads in training, reviews, and escalation handling.
• Perform research and due diligence to resolve issues and provide appropriate solutions based on customer needs.
• Meet program-specific KPIs and SLAs while adhering to established processes, policies, and procedures.
• Perform assigned tasks and ad-hoc responsibilities based on business needs.

Requirements:

• Strong communication and customer service skills.
• Strong analytical and problem-solving skills.
• Ability to follow systematic and structured troubleshooting approaches.
• Ability to work effectively with cross-functional teams.
• Customer-focused, solution-oriented, and committed to meeting KPIs and SLAs.
• Willing to work 100% onsite.
• Willing to work on night shifts, shifting schedules, weekends, holidays, and split offs as necessary.

We would gladly accept all applications, but we DO NOT offer any roles for a permanent Work-From-Home setup, hybrid work setup, fixed dayshift schedules, fixed working schedules, fixed weekends off or pure non-voice. If any of the outlined instances may happen, this is based on internal business decision with certain requirements.

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 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 color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, 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.

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