The Korean IT Service Desk Analyst acts as the first point of contact for technical support requests, providing frontline IT support to global users in both Korean and English. This role involves handling end-user concerns via phone, email, and chat, troubleshooting technical issues, and ensuring timely, high-quality resolution in line with service-level requirements and ITSM documentation standards.
Salary: ₱90k - ₱110k (basic salary + language premium)
Work Setup:
Onsite - Quezon City
Resposibility:
- Act as the first point of contact for technical support requests via phone, email, and chat.
- Troubleshoot hardware, software, operating systems, basic networking, and remote-access issues.
- Provide remote desktop support and accurately document incidents through ITSM tools.
- Track tickets, follow structured troubleshooting procedures, and escalate complex issues when needed.
- Deliver excellent customer service and help maintain strict SLA compliance.
Qualifications:
- Fluent in Korean and English (spoken and written).
- At least a High School Graduate or Senior High School Graduate.
- 1 to 3 years of experience in an IT Service Desk / Helpdesk environment (Operations are also open to trainable candidates with limited service desk experience, as long as they demonstrate strong communication skills both in Korean and English, willingness to learn, and adaptability in a fast-paced environment).
- Familiarity with remote support tools and ITSM platforms is an advantage.
- Amenable to working onsite and on a shifting schedule.
