Service Desk Specialist Taguig Site

Are you ready to make an impact? Join Infosys BPM as Service Desk Specialist in Taguig and jumpstart your career!

• Assist customers via calls as the major support channel (channels may also vary depending on the program and business need such as email and chats) and provide appropriate and timely resolution to concerns or queries following organization’s and client's SOPs thereby ensuring customer satisfaction

• Provide 1st to 2nd level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.

• Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Execute transactions as per the prescribed timelines.

• Provide 1st measure analysis of issues and inputs for problem management. Leverages best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling.am and business need such as email and chats) and provide appropriate and timely resolution to concerns or queries following organization’s and client's SOPs thereby ensuring customer satisfaction

• May act as a subject matter expert, assist in training new team members and regular team members for new processes, assist in coaching and other enabling activities

• Performs research or due diligence to resolve issues, educate clients, and promote client’s products and services; identify and offer new opportunities and solutions to meet customer needs as appropriate.

• Meet program specific KPIs (Key Performance Indicators) and SLAs (Service Level Agreements) to ensure client satisfaction as part of employee performance evaluation

• Adhere to program specific processes, policies & procedures

• Perform assigned tasks and ad-hocs based on business need
  We would gladly accept all applications, but we DO NOT offer any roles for a permanent Work-From-Home setup, hybrid work setup, fixed dayshift schedules, fixed working schedules, fixed weekends off or pure non-voice. If any of the outlined instances may happen, this is based on internal business decision with certain requirements.

Our office is located at 19F BGC Corporate Centre, 11th Avenue cor. 30th Street Fort Bonifacio, Taguig City, Philippines

We value Diversity, Equity, and Belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.
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Education: Other graduate degree

Preferred skills: Domain(IBPO)->Customer Service->Tech Support-ALL