Responsibilities

• As Service Desk Specialist you will be assisting end-users with inquiries and support needs across published services, software platforms, and computing tools via phone, email, or remote connection tools; 
• You will be maintaining a high level of customer service, providing timely and effective responses to issues, while ensuring consistent application of service management principles and internal policies; 
• You will be escalating and coordinating incident reports by following the company’s escalation matrix, ensuring timely resolution or delegation to the appropriate technical teams; 
• You will be executing proper handover processes for unresolved or pending logged tickets to ensure continuity of support between shifts and across teams; 
• You will be tracking, monitoring, and resolving support issues in line with agreed-upon SLAs and ensuring resolution meets customer expectations;  
• You will be documenting all support activities, including call logs, actions taken, and final resolutions, to ensure accurate reporting and knowledge base enhancement; 
• You will be collaborating with internal IT groups, such as Infrastructure and Application Support teams, to address more complex issues and maintain service quality; 
• You will be adhering to organizational policies, particularly those related to Information Security, Data Privacy, and Confidentiality standards. 

Requirement

• 1+ year of experience working in a Service Desk, Help Desk, or similar IT support environment; 
• Work in a hybrid set up (3 days onsite in Alabang, Muntinlupa and 2 days WFH) – Necessary condition; 
• Proficiency in French (spoken and written) to effectively support French-speaking users and customers; 
• Demonstrated experience in customer-facing support, with the ability to handle inquiries clearly, calmly, and empathetically; 
• Solid knowledge of Microsoft Office tools, basic understanding of SQL databases, and familiarity with Windows operating systems; 
• Strong organizational and prioritization skills, with the ability to manage multiple requests efficiently and accurately; 
• Ability to translate technical concepts into user-friendly explanations, ensuring end-users without technical backgrounds feel supported and understood. 

Nice to have

• Proficiency in Thai or Portuguese, enabling multilingual support coverage for regional users; 
• Prior exposure to technical environments, such as configuring software, maintaining basic network components, or troubleshooting hardware/peripheral setups. 

We Offer

• Salary for work amounting to 70,000 – 80,000 PHP;
• Monthly transportation allowance of ₱4,000;
• ₱3,600 monthly de minimis monthly non-taxable allowance;
• HMO coverage from day 1 for you and 1 dependent;
• Equipment provided;
• Optical coverage;
• Year-end leave monetization;
• Gym subscription;
• Monthly supply of coffee!

Please be advised that we will only contact selected candidates