As an IT Service Desk Analyst, you will provide first-level technical support to Korean-speaking and global end-users, troubleshooting hardware and software issues, logging tickets in ITSM systems, and meeting service level agreements (SLAs).
Salary Package: Up to ₱112,400 package
Additional Perks: Night differential pay, Day 1 HMO coverage, and comprehensive career growth opportunities!
Work Setup: Onsite - Quezon City
Responsibilities
- Provide primary user support and customer service by responding promptly to queries via calls, portals, emails, and chats.
- Accurately log all service desk tickets using defined tracking software while strictly maintaining scorecards regarding Turnaround Time (TAT), SLAs, and targets.
- Troubleshoot hardware, software, and other equipment issues, managing queries to resolution or escalating them according to established helpdesk frameworks.
- Maintain regular MIS and resolution logs, follow up with customers, record problem resolutions, and channel customer feedback to the appropriate internal teams.
- Identify and suggest continuous improvements on internal processes and operating procedures.
Qualifications
- High School or Senior High School Graduate.
- Proficient in both Korean and English languages (written and verbal).
- At least 1 year of international experience in an IT Service Desk, IT Helpdesk, or IT Technical Support role.
- Solid knowledge of software and hardware troubleshooting with strong customer service and communication skills.
- Experience with other IT tools is a distinct advantage; must be willing to work onsite in Quezon City as soon as possible.
