Multilingual Service Desk Analyst – Dutch & French (Trilingual)

Location: Taguig City, Philippines
Work Setup: 100% Onsite – One World Square, McKinley Hill
Work Schedule: Shifting
Salary: Open Budget

Job Description

We are looking for a Multilingual Service Desk Analyst who can speak, read, and write in both Dutch and French. The role will provide technical support and customer service to users through telephone, email, and case tracking systems.

Key Responsibilities

• Resolve technical issues using strong customer service, problem-solving, and technical skills.

• Receive and respond to user inquiries and service requests through telephone, email, and case tracking systems.

• Troubleshoot and resolve issues accurately and within agreed turnaround times.

• Follow established procedures and escalation processes for issue resolution.

• Process non-complex work orders and service requests as assigned.

• Develop comprehensive knowledge of service desk tools, products, policies, and procedures.

• Maintain updated knowledge of operational processes and important service-related information.

• Work closely with local management, colleagues, and clients to ensure customer requests are resolved satisfactorily.

• Maintain quality, accuracy, and productivity while handling customer requests.

• Exercise sound judgment and reasoning to achieve customer satisfaction.

• Follow assigned work schedules, breaks, and rest days.

• Assist Service Desk Specialists and management with additional support requirements and duties as assigned.

Qualifications

• Minimum 2 years of experience in Technical Support or Service Desk.

• Candidates with or without prior Service Desk experience may be considered if they meet the technical support requirements.

• Fluency in Dutch and French, with the ability to speak, read, and write both languages.

• Strong communication and customer service skills.

• Strong technical troubleshooting and problem-solving abilities.

• Knowledge of Help Desk / IT Services.

• Willingness to work 100% onsite in Taguig City.

• Willingness to work on shifting schedules.

• Stable employment history; candidates should not have frequent job changes.

• Must not be a current or former employee of CGI.

• Client can process a working visa; candidates with a Permanent Resident Visa (PRV) or Temporary Resident Visa (TRV) are preferred.

Pre-Screening Questions

1. Can you speak, read, and write in Dutch and French?

2. What is your proficiency level in Dutch and French?

3. What is your nationality?

4. What type of visa do you currently hold?

5. What is your current location/present address?

6. How many years of Service Desk or Technical Support experience do you have?

7. What is your last drawn salary?

8. What is your salary expectation?

9. What is your notice period?