Bilingual Service Desk Analyst

7 days ago

Taguig, National Capital Region, Philippines TWFS Full time ₱400,000 - ₱1,200,000 per year

The main responsibility of the Service Desk Analyst involves taking in Level 1 Calls and providing Level 1 Technical Support to user inquiries received either via call or email. The resource assigned You are expected to adhere to Quality Criteria in performing the tasks, including making sure that the tickets are updated with complete logs and activities. You will be supporting multiple Retail accounts.

Required qualifications to be successful in this role:


•. At least apprenticeship, bachelor's or master's degree (vocational academy, University of

Applied Sciences or University) in any field

  • Proficient in written and verbal communication in English as well as German

  • Proficient IT-skills and possible background in the IT - area

  • Previous back-end process administration experience

  • Previous customer service or contact center experience (optional)

  • Willingness to work onsite in Taguig and Ortigas site

Your future duties and responsibilities:

  • You will handle first line incidents, including triage and troubleshooting, give resolution where possible and assignment where required to 2nd/3rd line support teams and third parties

  • Support Service Request Management and Service Restoration Management Level

  • Resolve issues utilizing excellent customer service skills, problem solving skills, technical

thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of

customer satisfaction

  • You will receive and respond to user inquiries and requests via telephone, email, case

tracking system professionally and with speed, accuracy and proficiency

  • Work in partnership with local management, colleagues and clients at all levels to ensure

requests are resolved to the satisfaction of the customer

  • Develop a comprehensive understanding and mastery of all tools

  • Remain updated on products, policy, procedure and other important operational issues

  • Maintain quality standards in accordance with agreed metrics

  • You have to ensure that all quality deficiencies are corrected in a timely manner for activities in your function

  • Submit necessary service delivery reports

  • Ensure feedback is given to staff manager if potential issues are detected and if process

improvement measures can be implemented

  • Attend planned meetings

Job Types: Full-time, Permanent

Pay: Up to Php100,000.00 per month

Benefits:

  • Additional leave
  • Company Christmas gift
  • Health insurance
  • Life insurance
  • Promotion to permanent employee

Application Question(s):

  • Are you amenable to reporting onsite in Taguig on a shifting schedule?

Experience:

  • back-end process administration: 1 year (Preferred)
  • customer service : 1 year (Preferred)
  • contact center: 1 year (Preferred)

Language:

  • German (Required)
  • English (Required)

Work Location: In person

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