Service Desk Pro: 1st-Line IT Support & Client Help

Infosys BPM Philippines; Muntinlupa; On-site; PHP 357,000 - 469,000; Full time

Job summary

Infosys BPM Philippines is seeking an onsite Customer Support Associate to handle calls, emails, and chats, providing first-line technical support and prompt issue resolution. You will follow established processes, analyze incidents, and collaborate with cross-functional teams to ensure high service levels.

The role requires a college education, strong communication, and the ability to work in a fast-paced service desk environment, including holidays and weekends as needed.

Qualifications

• Completed at least 4 years of college education.
• Experience in customer service, technical support, service desk, or related support functions is preferred.
• Basic knowledge of Service Desk processes and incident management.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to support customers through calls, emails, chats, and ticketing systems.

Responsibilities

• Provide customer support primarily through calls, and when required, through email and chat channels, ensuring timely and accurate resolution of customer concerns.
• Deliver 1st Level Technical Support, service restoration, fulfillment of service requests, and guidance to users to maximize system availability, performance, and utilization.
• Follow a systematic, disciplined, and analytical approach to troubleshooting and problem resolution while adhering to established procedures and timelines.
• Perform initial analysis of incidents and provide inputs for problem management activities.
• Leverage available resources and collaborate with cross-functional teams to achieve effective issue resolution.
• Conduct research and due diligence to resolve customer concerns, educate clients on products and services, and identify opportunities to address customer needs.
• Meet program-specific KPIs and SLAs to support customer satisfaction and operational success.
• Adhere to client-specific and organizational processes, policies, and procedures.

Skills

Customer service

Technical support

Service desk

Analytical

Problem solving

Communication

Ticketing system

Education

College degree

Tools

Ticketing system

Job description

Infosys BPM Philippines is seeking an onsite Customer Support Associate to handle calls, emails, and chats, providing first-line technical support and prompt issue resolution. You will follow established processes, analyze incidents, and collaborate with cross-functional teams to ensure high service levels.

The role requires a college education, strong communication, and the ability to work in a fast-paced service desk environment, including holidays and weekends as needed.