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Service Desk Specialist

2 months ago

Metro Manila, Philippines Directpl PHL, Inc. Full time

Directio is a global IT services company. We consult, code, test, deploy, and manage mainly cloud-based and mobile applications, providing around-the-clock support from our offices in Poland, the Philippines, Mexico, and the USA. We prepare our FMCG, retail, automotive, and SaaS clients for the future by accelerating their digital transformation. Operating under the “We Code Success” principle, we prioritize the success of our clients, consultants, and partners.        About project:  

We are looking for a Service Desk Specialist for our French client, who deals with the production of various types of glasses as well as cooperation with opticians. Their mission is to improve the quality of life by improving the quality of vision. Responsibilities: 

As Service Desk Specialist you will be assisting all customers with their questions about the published services, software and computing platforms being supported – via phone, email or remote connection; You will be maintaining a high degree of customer service for all support queries and adheres to all service management principles; You will be escalating and coordinating reported incidents by following the escalation process defined; You will be following appropriate handover process for outstanding logged tickets; You will be tracking and resolving issues to the satisfaction of the customers;  You will be updating documentation such as calls received, and type of resolution given to a client; You will be coordinating with other IT internal groups including the Infrastructure and Applications groups to ensure that service level agreements with the customers are met; You will be complying with the Company’s Policies and Procedures, including Information Security. Requirements: 1+ year experience with Help Desk tasks; Work in a hybrid set up (3 days onsite in Alabang, Muntinlupa and 2 days WFH) - Necessary condition; Experience with dealing and talking with end customers; Proficient in computer operations – knowledgeable with MS Office, SQL Database, Windows operating systems; Good command of the French language - written and spoken; Ability to organize, prioritize and schedule work assignments; Ability to grasp system information and technical functions and ability to explain them into layman terms or words for easy understanding of end-customers. Nice to have: Thai language or Portuguese speaking; Exposure in technical set-up, configuration and maintenance of different applications, network environments or software tools. We offer: Equipment will be provided; HMO on your day 1 + 1 of your chosen dependent; Monthly non-taxable allowance; Monthly transportation allowance; Optical Coverage; Year-end leave monetization; Gym Subscription; Monthly supply of coffee