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Service Desk Specialist

35 minutes ago

Ayala Alabang, National Capital Region, Philippines Directio 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 specializes in producing various types of glasses and collaborating with opticians. Their mission is to enhance the quality of life by improving the quality of vision.

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.

Requirements:

  • 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;
  • 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

Please be advised that we will only contact selected candidates