Service Desk | IT Helpdesk | Alabang Muntinlupa

INFOSYS BPM LIMITED Philippine Branch; Muntinlupa; On-site; PHP 100,000 - 400,000; Full time

Job summary

A leading BPO company in the Philippines seeks applicants for a role in customer service and technical support. This position involves assisting clients, providing technical support, and meeting performance metrics to ensure customer satisfaction. Ideal candidates should possess excellent communication skills and relevant service desk experience. Night shifts and flexible schedules are required.

Qualifications

• Excellent communication skills and must be fluent in English.
• At least 36 months IT Service Desk Experience, preferably in BPO.
• Experience in Service Desk/Tech support providing remote support.

Responsibilities

• Assist customers via calls and provide appropriate resolution to concerns.
• Provide 1st level technical support and service restoration.
• Meet program specific KPIs and SLAs for client satisfaction.

Skills

Excellent communication skills

Customer-focused

Problem-solving skills

Education

Graduate of any degree or BPO experience

Tools

MS Office products

Ticketing tools

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

• 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 36 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 OS (Windows XP-10), Browsers, MS Office suite

• 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

• Teachable behavior and good business etiquette

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.

Our office is located at Alabang Recruitment Hub - 5th Floor Recruitment Hub Vector II, Northgate Cyberzone Filinvest Corporate Center, Alabang Muntinlupa

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.