Agent (all levels) - Service Desk APAC (m/f/d) - Manila, Philippines

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Main objectives
  • Provides remote technical support (1st level IT support) for the end users from all the departments of the customer in case of problems or questions (FAQ, RFCs, Incidents, etc)
  • Restores the functionality of the IT Infrastructure in case of an incident or a faulty service as soon as possible.
Tasks and responsibilities
  • Manages IT calls and incidents, including identification, documentation, categorization, prioritization and initial support based on the procedures provided in order to guaranty the service availability and quality towards the Customer
  • Provides support to the end/users by phone and remote support tools
  • Ensures the analysis and provides first line support incl. problem identification and implementation of a solution or workaround for the problems and requests of the end users
  • Registers the calls and incidents in a defined standard platform (ITSM tool)
  • Is responsible for the correct categorization and prioritization of incoming calls
  • Involves, if required, other support groups in the resolution by forwarding the trouble ticket in the defined ITSM tool to the appropriate support group
  • Executes Service Requests (e.g. password resets)
  • Creates and documents RFCs-Requests- for-Change
  • Communicates and escalates problems on functional (n-level support) or hierarchical (superior officer) level
  • Continuously documents the work he has done, updates continuously the knowledge database
  • Communicates and solves if possible, complaints and escalations
  • Communicates with all departments on demand and relays information correctly, completely and in time
  • Complies with the internal regulations and work procedures of the company and the customer.
Education level
  • Preferable graduate, technical degree or unfinished studies on IT or Systems Engineer, Information Technology degree, etc. or equivalent professional experience in the past
Technical knowledge
  • Intermediate knowledge on at least one incident management system (such as Remedy, HP Service Manager, etc.)
  • Knowledge on application troubleshooting and support on at least one Microsoft operation system version, such as Windows 7/10
  • Knowledge on PC troubleshooting
  • Basic knowledge about object management in the Active Directory of Microsoft
  • Knowledge of first level incident management to a Mail Client
  • Intermediate knowledge on applications of Microsoft Office suite / O365
  • Proven solid knowledge on ITIL best practices and Customer Care concepts
  • Basic Knowledge on administration of IT systems, networks, client/server technologies, storage systems, databases and specific applications
  • Knowledge on CONTINENTAL processes is a plus
Language skills
  • Fluent English AND at least one of the following languages fluently speaking and writing:
    • Mandarin
    • Japanese
    • Tagalog
  • Other languages are a plus.
  • All seniority levels are in scope (Junior or higher) for following experience:
    • Experience providing customer support about IT issues
    • Experience providing IT support
    • Experience providing support to users
  • Very good customer care skills
  • Very good communication skills, open to new contacts, clarity and conciseness in written and verbal communication
  • Attention to details, distributive attention
  • Developed team spirit
  • Resistance to stress and flexibility
Reporting lines
  • Reports to: Team Leader or his nominated deputy
Working conditions
  • Office Space: Continental Offices in Manila
  • Working times: Regular shifts during service time 08:00 am –18:00 pm ( GMT +8)
  • Overtime: overtime only on demand and with agreement of both parties, on-call duty during weekends possible in a later stage only on demand and with agreement of both parties
  • Amenities: individual workplace in an open space office, telephone, IT equipment
  • Delegations: only on occasional basis, only with agreement of the employee
  • Personal development:
    • customer specific trainings will be provided in the work-in/training period
    • technical trainings will be provided on demand
    • documentation and regular internal trainings available
    • initial training-onboarding period of 4-6 weeks planned for new employees
  • 100% desk job, no face-to-face interaction with customers or other support groups required
  • Salary: above market-level, individually negotiated
  • Additional benefits: above market level, individually negotiated


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