IT Service Desk - French - Manila

Key Responsibilities:

• Serve as the first point of contact for users seeking technical assistance via phone, email, or chat.
• Log and track all incoming requests and incidents in the ticketing system, ensuring accurate documentation.
• Diagnose and resolve hardware and software issues, including operating systems, applications, and network connectivity.
• Escalate complex issues to appropriate technical teams when necessary and follow up to ensure resolution.
• Provide guidance and support for IT-related inquiries, including password resets, account unlocks, and software installations.
• Maintain knowledge base articles and documentation to improve service delivery and user self-service options.
• Assist in onboarding new employees by setting up accounts and providing initial training on IT systems and tools.
• Monitor and manage service desk performance metrics to ensure service level agreements (SLAs) are met.
• Participate in continuous improvement initiatives to enhance service desk processes and user experience..