Job Description
Are you a fluent French and English speaker looking to accelerate your IT career in the heart of Bonifacio Global City? Goodman Tech BPO OPC is seeking a highly motivated Bilingual IT Service Desk Analyst (L1) to provide world-class technical support to our global clients.
In this role, you will act as the primary point of contact for end-users, troubleshooting technical incidents and service requests in both French and English. You will join a dynamic, multicultural team where your language skills are valued as a core asset, and your technical problem-solving abilities will be challenged daily. We offer a competitive salary package, professional growth opportunities, and a vibrant work culture in one of Manila's premier business hubs.
If you are tech-savvy, service-oriented, and ready to leverage your linguistic talents to solve complex IT issues, we want to hear from you!
Responsibilities
- Serve as the first point of contact for end-users via phone, email, and ticketing systems in both French and English.
- Troubleshoot and resolve L1 technical issues related to hardware, software, network connectivity, and peripheral devices.
- Accurately document all interactions, resolutions, and escalations in the ITSM tool (e.g., ServiceNow, Jira).
- Perform password resets, account provisioning, and access management requests following security protocols.
- Collaborate with L2/L3 support teams to escalate complex technical incidents ensuring timely resolution.
- Maintain high levels of customer satisfaction by providing clear, professional, and empathetic communication.
- Participate in knowledge base article creation to help streamline future troubleshooting processes.
Qualifications
- Must be fluent in both French (written/verbal) and English.
- Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
- At least 1-2 years of experience in a Service Desk, Help Desk, or technical support environment.
- Strong understanding of Windows OS, MS Office 365, and basic networking concepts (VPN, LAN/WAN).
- Excellent customer service and problem-solving skills with a logical approach to troubleshooting.
- Ability to work in a fast-paced BPO environment with shifting schedules as required.
- Strong attention to detail and ability to follow Standard Operating Procedures (SOPs) strictly.