Service Desk Analyst | GYG

We have an exciting Manila-based opportunity available for a Service Desk Analyst to work on day shifts. Work from home or the office – you choose!

When you join Yempo, you’ll receive the following fantastic benefits:

• Highly competitive salary – paid weekly!
• HMO enrollment on commencement
• Additional HMO dependents added each year of service
• 20 vacation days per year; 7 sick days
• Annual performance bonuses and incentives
• Annual salary reviews and increases
• Free cooked rice, snacks and hot drinks
• Company polo shirts provided
• Fantastic, bright and cheerful open-plan work environment
• Prestigious clients and highly professional and friendly co-workers

The Client

In this position, you will be assigned to our client, an innovative, fast-growing, founder-run fast-food business. Established in 2006, they now operate over 200 restaurants in Australia and three other international markets. Embracing Latin culture, their contemporary restaurants and dedicated team continually strive to deliver a remarkable customer experience.

The Role

You will be the initial point of contact for end-users, demonstrating excellent communication and problem-solving skills to provide exceptional customer service. This role requires a strong technical aptitude, a passion for helping others, and the ability to thrive in a fast-paced, team-oriented environment.

Key Responsibilities:

• Execute Perfectly: Act as the first point of contact for all IT-related queries and issues, ensuring prompt and efficient resolution or escalation to the appropriate support teams when necessary. Strive for perfect execution in every interaction.
• Make Every Customer Love Us: Provide exceptional customer service by actively listening, understanding end-users' needs, and creating memorable experiences. Spread contagious smiles through your interactions.
• Be Real: Communicate openly and honestly, respecting others' perspectives while expressing your thoughts. Take responsibility without making excuses and contribute to a culture of transparency and trust.
• Got Your Back: Collaborate with other IT support teams to escalate and follow up on unresolved issues, ensuring timely and effective problem resolution. Support and take care of your team members, fostering a culture of unity and support.
• It's Up to Us: Embrace the future and dominate it. Continuously improve your technical skills and knowledge to provide the best support. Take ownership of your work and contribute to the success of the team and the company.

Qualifications and Skills:

• Previous experience in a service desk or technical support role, providing end-user support and troubleshooting.
• Solid knowledge of desktop operating systems (Windows, macOS) and productivity software (Microsoft Office Suite, Zoom).
• Familiarity with computer hardware, mobile devices, printers, and basic networking concepts.
• Familiarity with POS Hardware and Software, while not essential, would be advantageous.
• Strong problem-solving and analytical skills, with the ability to quickly diagnose and resolve technical issues.
• Excellent communication and interpersonal skills, with a customer-centric approach and the ability to spread contagious smiles.
• Proven ability to work effectively under pressure in a fast-paced environment, managing multiple priorities and meeting deadlines.
• Experience working with IT service management tools and ticketing systems is essential.
• Relevant certifications such as ITIL4 Foundations is essential (seeing on how we go for candidates we can shift this to advantageous)
• Relevant experience in Customer Service, and the QSR industry, while not essential, would be advantageous
• The role will be subject to taking a part in a 24 x 7 coverage rostering pattern.

Disclaimer for salary ranges. Yempo provides an indicative range of salary that we deem relevant for the advertised role. This may be adjusted for the skills and experience of the selected candidate.