Role Overview:
- Provide Level 1 IT Service Desk and Help Desk support to end users.
- Respond to technical inquiries via phone, email, chat, and ticketing systems.
- Troubleshoot hardware, software, operating system, network connectivity, password, and application-related issues.
- Diagnose and resolve technical incidents within agreed Service Level Agreements (SLAs).
- Accurately document all incidents, service requests, and resolutions.
- Escalate unresolved issues following established support procedures.
- Deliver exceptional customer service while maintaining professionalism and empathy.
- Maintain a high level of productivity, quality, and accuracy.
- Stay updated on company products, systems, policies, and support processes.
- Collaborate with Service Desk Specialists, Team Leads, and cross-functional teams.
- Assist with non-complex work orders and service requests as assigned.
- Adhere to scheduled shifts, attendance requirements, and operational guidelines.
Language Requirements:
- Fluent in Dutch (spoken, written, and reading).
- Fluent in French (spoken, written, and reading).
- Strong English communication skills.
Technical Requirements:
- Minimum 2 years of Technical Support, Help Desk, IT Support, or Service Desk experience.
- Experience troubleshooting Windows operating systems, Microsoft Office, user accounts, email, printers, hardware, and software issues is an advantage.
- Familiarity with ticketing systems such as ServiceNow, Jira, Remedy, Zendesk, or similar platforms is preferred.
- Strong analytical and problem-solving skills.
- Excellent customer service and communication abilities.
Work Requirements:
- Willing to work 100% onsite in Taguig City.
- Willing to work rotating/shifting schedules.
- Able to work in a fast-paced, customer-focused environment.
