Deskripsi Pekerjaan
Foundever is a global leader in customer experience management, serving top brands across various industries worldwide. We are currently seeking a skilled and motivated IT Service Desk Analyst to join our expanding team in Metro Manila. As the first point of contact for customers, you will play a critical role in delivering exceptional technical support and ensuring a positive customer experience. In this position, you will handle incoming service requests, troubleshoot hardware, software, and network issues, and provide timely resolutions. You will also document all interactions thoroughly, escalate complex problems to higher-level teams, and follow up to ensure complete satisfaction.
This role offers a fixed dayshift schedule, allowing you to maintain a healthy work-life balance while enjoying a stable routine. We are looking for candidates with at least one year of BPO experience in a technical support or help desk environment. Strong communication skills, problem-solving abilities, and a customer-first mindset are essential. You will be working in a collaborative atmosphere with access to ongoing training and development programs.
At Foundever, we believe in rewarding talent. We offer a competitive salary package, performance bonuses, and opportunities for career growth. If you are ready to advance your IT career and make a difference, apply now to join our team.
Tanggung Jawab
- Respond to IT service desk tickets and calls promptly, providing first-level support.
- Diagnose and resolve hardware, software, and network issues.
- Document all incidents and service requests accurately in the ticketing system.
- Escalate unresolved issues to appropriate teams and follow up to ensure closure.
- Maintain a high level of customer satisfaction through professional communication.
- Assist in maintaining knowledge base articles and support documentation.
- Collaborate with team members to improve processes and service delivery.
- Adhere to service level agreements (SLAs) and quality standards.
Kualifikasi
- At least 1 year of BPO experience in a technical support or IT service desk role.
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication skills.
- Basic knowledge of Windows OS, Microsoft Office, and common IT peripherals.
- Ability to work in a fast-paced environment and handle multiple tasks.
- Willingness to work fixed dayshift in Metro Manila.
- Customer-focused attitude with a commitment to quality service.
- High school diploma or equivalent; IT-related certifications are advantageous.