Deskripsi Pekerjaan
Goodman Tech BPO OPC, a premier provider of business process outsourcing solutions, is urgently seeking a highly skilled and motivated Bilingual French/English IT Service Desk Analyst (L1) to join our expanding team in the heart of Bonifacio Global City, Metro Manila.
This is a fantastic career opportunity for bilingual IT professionals who thrive in a fast-paced, international environment. As an L1 Analyst, you will be the crucial first point of contact for our global clients, providing exceptional technical support and resolution for a wide range of IT issues. Your fluency in French and English will be essential in ensuring clear, effective, and empathetic communication with our diverse user base.
Why Join Goodman Tech BPO OPC?
- Competitive monthly salary package ranging from PHP 60,000 to PHP 70,000, commensurate with experience.
- Prime location in Bonifacio Global City, a central and vibrant business district.
- Opportunity to work with cutting-edge technology and global clients.
- Clear career progression paths in a supportive and growing organization.
- Full-time employment with a stable and reputable company.
If you are a passionate IT professional with strong problem-solving skills and a dedication to customer service excellence, we encourage you to apply and become a vital part of our team. This role is perfect for someone looking to elevate their career in IT while utilizing their language abilities in a high-demand setting.
Tanggung Jawab
- Serve as the first point of contact for end-users seeking technical assistance via phone, email, and chat in both French and English.
- Diagnose, troubleshoot, and resolve Level 1 hardware, software, network, and application issues accurately and efficiently.
- Log and track all incoming requests and incidents in the IT Service Management (ITSM) system, ensuring detailed and accurate documentation.
- Escalate complex or unresolved issues to Level 2 or Level 3 support teams following standard operating procedures.
- Provide root cause analysis and recommendations for recurring issues to improve overall service quality.
- Manage user accounts, permissions, and access rights in Active Directory and Office 365 environments.
- Assist in the onboarding process by setting up new user equipment and accounts.
- Maintain a high level of customer service, ensuring SLAs are met or exceeded for incident resolution and user satisfaction.
Kualifikasi
- Fluency in both French and English (written and verbal) is mandatory.
- At least 1-2 years of experience in a Service Desk, IT Helpdesk, or Desktop Support role.
- Solid understanding of ITIL best practices (ITIL Foundation certification is a plus).
- Proficiency in troubleshooting Windows 10/11 and macOS operating systems.
- Experience with Active Directory, Office 365, and remote support tools (e.g., TeamViewer, SCCM).
- Strong analytical and problem-solving skills with a customer-centric approach.
- Ability to work in rotating shifts, including nights, weekends, and holidays, as required by a 24/7 operation.
- A Bachelor's Degree in Information Technology, Computer Science, or a related field is preferred but not required if relevant experience is demonstrated.