Service Desk Specialist – French Speaker

4 days ago

Taguig, National Capital Region, Philippines Indotronix UK Full time

JPC - 224 - Service Desk Specialist - French Speaker

Job Title: Service Desk Specialist – French Speaker
Shift Schedule: Midshift/ or Night Shift
Work Setup: Hybrid (3 Days on-site & 2 Days work from home)
Location: Alabang, Muntinlupa, NCR, Philippines
Employment Type: Consultancy Engagement

Job Description:

  1. The Help Desk Support Specialist is responsible for providing 1st level of support to all customers with their questions about any of the supported software and computing platforms in a professional and courteous manner.
  2. Responsible for assisting all customers with their questions about the published services, software, and computing platforms being supported – via phone, email, or remote connection.
  3. Maintains a high degree of customer service for all support queries and adheres to all service management principles.
  4. Consistently logs, tags, tracks, resolves, and closes simple to mid-stream issues to the satisfaction of the customers.
  5. Properly escalates and coordinates reported incidents by following the escalation process defined.
  6. Follows the appropriate handover process for outstanding logged tickets.
  7. Responsible for updating documentation such as calls received and type of resolution given to a client.
  8. Coordinates with other IT internal groups including the Infrastructure and Applications groups to ensure that service level agreements with the customers are met.
  9. Complies with the Company's Policies and Procedures, including Information Security.

Job Responsibilities:

  1. Help Desk Support
    1. Install, configure, and troubleshoot MS Office Applications; PC Operating System (ex. Windows 98/XP/2000/7/Mac).
    2. Install and troubleshoot typical Windows-based desktop applications (Anti-Virus, MS Project, Acrobat Reader, Internet Explorer).
    3. Perform basic troubleshooting in PC and network environments.
    4. Respond quickly and courteously to customers asking for help via phone, email, remote access, or onsite support; and provide answers to all questions addressed to them.
    5. Conduct research and make use of information resources and knowledge bases at hand, and coordinate with other Help Desk Support Specialists and internal IT colleagues to provide resolution to inquiries and concerns.
    6. Comply with the defined SOP for all tasks assigned.
    7. Adhere to the defined SLA with customers.
  2. Administrative
    1. Closes tickets as soon as they are resolved.
    2. Maintains and updates daily monitoring of deliverables of service.
    3. Prepares and submits needed reports.
  3. Teamwork
    1. Flexibly adjusts schedule ensuring 24 x 7 service.
    2. Ensures timely and accurate turnover of activities to the next Help Desk team member on duty.
  4. Learning and Development
    1. Expand knowledge of business processes and IT-related information.
    2. Stay abreast of current technology, system information, problems, changes, and updates relevant to the team.
  5. Performance of other tasks as may be assigned.

Job Required Skills:

  1. Education
    1. Bachelor's or College degree in Computer Science, Computer Engineering, Information Technology, and/or related field.
  2. Experience
    1. At least one (1) year of experience in tasks related to IT Help Desk including but not limited to problem tracking, phone consulting, voicemail consulting, among others.
    2. Exposure in technical setup, configuration, and maintenance of different applications, network environments, software tools is an advantage.
    3. Exposure in dealing and talking with end customers.
  3. Skills
    1. Can speak French and English.
    2. Organized and able to set priorities.
    3. Strong interpersonal skills and ability to deal effectively in a team environment.
    4. Ability to grasp system information and technical functions and explain them in layman terms for easy understanding of end-customers.
    5. Strong verbal and written communication skills.
    6. Ability to organize, prioritize, and schedule work assignments.
    7. Strong customer service orientation.
    8. Proficient in Windows-based computer operations.
    9. Knowledgeable with MS Office, SQL Database, Windows operating systems.
    10. Thai language or Portuguese speaking is a plus factor.
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