Service Desk Specialist — Frontline IT Support & User Care

Indra Group; Philippines; Vor Ort; PHP 223.000 - 357.000; Vollzeit

Zusammenfassung

Indra Group is seeking a Service Desk Analyst in the Philippines to provide first-level IT support to end users, acting as the initial contact for technical issues across multiple channels. You will diagnose basic problems, log incidents, assign requests, and keep users informed through timely updates while adhering to service levels.

The role emphasizes customer service, incident and request management, and proactive participation in creating process documentation to improve support quality and

Qualifikationen

• Experience in first-level IT support and incident logging.
• Familiarity with service desk processes and SLAs.
• Ability to triage and route issues efficiently.

Aufgaben

• Perform first level support for end users.
• Be the first contact for technical assistance via channels.
• Provide initial investigation and diagnosis and promptly allocates unresolved issues as appropriate.
• Categorize and record reported queries and provide solutions.
• Logs incidents and service requests and maintains relevant records.
• Support problem identification.
• Update users on the status of reported cases and advise users on appropriate course of action.
• Monitor issues and requests from start to resolution.
• Escalate unresolved problems to a higher level of support.
• Provide essential online security advice and support to end users.
• Delivering customer service through multiple channels.
• Monitor and respond quickly and effectively to issues/requests received through Service Desk.
• Contributes to creation of process documentation when needed.
• Submit daily, weekly and monthly reports as required.

Kenntnisse

Customer service

Technical support

Communication skills

Tools

Ticketing system

Remote access tools

Jobbeschreibung

Indra Group is seeking a Service Desk Analyst in the Philippines to provide first-level IT support to end users, acting as the initial contact for technical issues across multiple channels. You will diagnose basic problems, log incidents, assign requests, and keep users informed through timely updates while adhering to service levels.

The role emphasizes customer service, incident and request management, and proactive participation in creating process documentation to improve support quality and