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Service Desk Analyst Tier 1 (Cebu)

Capgemini

Capgemini

IT
Philippines
Posted on Jul 8, 2025

Role Requirements

  • 1 – 2 years working experience in a Technical Help Desk Environment providing 1st level phone support to a large customer base.

  • 1 - 2 years’ work experience in customer services support or having equivalent kind of skills experience, soft skills a must.

  • 1 - 2 years’ experience supporting the following hardware and software: PC, Macintosh, iPhone, Printers. MS-Outlook, Windows 7, 10 OS, MS-Office 2013 and 2016 (Office 365).

  • Must be able to work independently.

  • Strong interpersonal , analytical and customer service skills.

  • Ability to understand and follow oral and written instructions.

  • Strong English (verbal and written) skills.

  • Must be amenable to work onsite in Cebu Business Park, Cebu City.

  • Open to working graveyard shifts and rotating schedules.

Responsibilities

Service Desk / Technical Helpdesk Analyst may perform one or more of the following:

  • Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution.

  • Applies understanding and knowledge of information systems products and services to assist users.

  • Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems.

  • Coordinates referrals to appropriate technical, professional, or service personnel.

  • Receives and prioritizes issues and forwards using appropriate escalation procedures.

  • All other duties as assigned.