Job description
Join Hexaware Technologies as an IT Service Desk Analyst — French Bilingual. Based in Bonifacio Global City, Metro Manila, this role is ideal for a customer-focused IT professional who can communicate in English and French and thrives on delivering first-contact resolution in a fast-paced environment. You will be part of a global service delivery team supporting internal and external customers across time zones, while adhering to ITIL-aligned processes and security policies. Hexaware offers a collaborative culture, modern tools, and opportunities for growth in a dynamic Manila-based operation.
As the frontline IT support specialist, you will troubleshoot a wide range of hardware and software issues, manage incident tickets, and provide clear, actionable guidance to users. You will perform initial triage, propose workarounds, reset passwords, unlock accounts, and escalate complex cases to Level 2 engineers when necessary. Your bilingual fluency will help you resolve inquiries quickly and professionally, enhancing user satisfaction and minimizing downtime.
We are seeking a proactive communicator who documents solutions for the knowledge base, supports continuous improvement initiatives, and ensures high-quality service delivery within defined SLAs. If you enjoy helping people, solving problems, and collaborating with a diverse team, this is a fantastic opportunity to build a career in IT service management with Hexaware in the Philippines.
Responsibility
- Provide first contact IT support in English and French via phone, email, and chat, ensuring a positive user experience.
- Log, categorize, and prioritize incidents and service requests in the ticketing system with accuracy.
- Perform initial troubleshooting and triage for common hardware and software issues, offering effective workarounds.
- Manage password resets, account unlocks, and access requests in line with security policies.
- Escalate complex issues to Level 2/3 support and coordinate with engineers to drive timely resolutions.
- Document resolutions and contribute to knowledge base articles to enable self-service and future support.
- Monitor queues and SLAs, providing timely updates to users on incident status and resolution.
- Collaborate with cross-functional teams to improve processes and deliver a consistent, high-quality service experience.
Qualification
- Fluency in English and French with excellent verbal and written communication skills.
- Experience in IT helpdesk or service desk roles; familiarity with ITIL practices is a plus.
- Proficiency with incident ticketing systems (eg, ServiceNow, Jira) and basic IT troubleshooting.
- Strong knowledge of Windows operating systems, Microsoft Office, and common enterprise applications.
- Customer-service oriented with the ability to manage multiple requests in a fast-paced environment.
- Strong problem-solving skills, attention to detail, and solid documentation habits.
- Willingness to work flexible shifts, including evenings or weekends, as required.
- Team player with a proactive attitude and eagerness to learn and grow in IT service management.