Service Desk Specialist

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.  

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. 

• As Service Desk Specialist you will be assisting all customers with inquiries related to supported services, software, and computing platforms, providing help via phone, email, or remote connection to ensure smooth user operations; 
• You will be maintaining a high level of customer service for all support queries, consistently following service management principles to deliver reliable and professional assistance; 
• You will be escalating and coordinating reported incidents, strictly adhering to the defined escalation process to ensure timely resolution and proper issue handling; 
• You will be following the appropriate handover process for outstanding logged tickets, ensuring seamless information transfer between shifts and support teams; 
• You will be tracking and resolving issues to the satisfaction of customers, ensuring that each case is followed through until fully resolved;  
• You will be updating documentation for all calls received, clearly recording issues and resolutions to support future reference and knowledge sharing; 
• You will be coordinating with other internal IT groups such as Infrastructure and Applications, ensuring service level agreements are consistently met and customer expectations are managed effectively; 
• You will be complying with the company's policies and procedures, including all Information Security guidelines, to maintain operational integrity and data protection. 

• 2+ years of experience with Help Desk tasks, giving you the practical foundation to diagnose issues and support users efficiently; 
• Work in a hybrid set up (3 days onsite in Alabang, Muntinlupa and 2 days WFH) - Necessary condition; 
• Experience with Active Directory, enabling you to manage accounts, permissions, and basic directory-related troubleshooting; 
• Experience interacting directly with end customers, ensuring you can communicate clearly, professionally, and with empathy; 
• Proficiency in general computer operations, including MS Office, SQL Database, and Windows operating systems, allowing you to support users across common business applications; 
• Strong command of the German language, both written and spoken, ensuring you can assist German-speaking users without communication barriers; 
• Ability to organize, prioritize, and schedule work assignments, helping you manage multiple support tickets and maintain service quality; 
• Ability to grasp system information and technical functions, and translate them into layman terms for end users, ensuring clear and user-friendly explanation. 

• Proficiency in Thai or Portuguese, enabling you to support a broader range of international users; 
• Exposure to technical setup, configuration, or maintenance of applications, network environments, or software tools, giving you an advantage in resolving more complex issues. 

• Salary for work amounting to 70,000 – 80,000 PHP; 
• Monthly transportation allowance of ₱4,000; 
• ₱3,600 monthly de minimis 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