1st Line IT Service Desk Analyst — Flexible Hours

Canon New Zealand; Taguig; On-site; PHP 279,000 - 391,000; Full time

Job summary

Canon Business Services Centre Philippines is seeking a 1st level IT support professional to assist Harbour IT Customers. You will classify, log, and own incidents, escalate to 2nd/3rd level teams, and work toward rapid restoration of services with clear customer communication.

The role emphasizes excellent customer service, strong IT knowledge (Windows, MS Office, Lotus Notes), and teamwork in a collaborative environment. Flexible working arrangements may be considered where possible.

Qualifications

• At least 2 years’ experience in technical support in an IT Support role.
• ITIL Foundation Certification or working in an environment using the ITIL Framework desired
• At least one IT Certification (e.g., MCP, MCSE, MCITP, CompTIA A+ etc.) desired
• Degree or Tertiary Qualification (desirable)
• Passion for ‘Customer Service Excellence’
• Passion for IT/Computers
• Excellent knowledge of IBM Lotus Notes 8.5
• Excellent knowledge of Microsoft desktop operating systems (Windows 2000, Windows XP, Win7)
• Excellent knowledge of Microsoft desktop applications (MS Word, MS Excel, MS Outlook etc.)
• Excellent knowledge of TCP/IP and networking
• Excellent verbal and written communication skills
• Excellent telephone manner
• Good interpersonal skills
• Ability to work in a team environment with a shared workload
• Driving for Results
• Living the Mission, Vision and Values
• Customer Service Focus
• Effective Communication
• Teamwork

Responsibilities

• Provide 1st level technical support to Harbour IT Customers
• Classify and log incidents accurately
• Own incidents and escalate to IT Resolver groups and vendors
• Minimize escalations to 2nd level
• Restore services quickly by workaround or fix
• Communicate progress to customers
• Demonstrate strong customer service skills
• Support 1st level for Corporate clients
• Troubleshoot desktop problems via phone and remote access
• Escalate to 2nd/3rd level or vendors
• Perform Server tasks: Active Directory and Exchange troubleshooting
• Perform AD and Exchange Administration
• Perform Printer Management and troubleshooting
• Log all calls and jobs in the helpdesk system
• Maintain high level of customer service and client satisfaction
• Manage warranties and hardware returns
• Ensure outstanding calls are resolved or escalated

Skills

Customer service

Communication skills

Teamwork

Problem solving

Attention to detail

Time management

Driving for results

Adaptability

Education

ITIL Foundation Certification

IT Certification (e.g., MCP/MCSE/MCITP/CompTIA A+)

Degree or tertiary qualification

Tools

Lotus Notes

Windows operating systems

MS Office

TCP/IP networking

Job description

Canon Business Services Centre Philippines is seeking a 1st level IT support professional to assist Harbour IT Customers. You will classify, log, and own incidents, escalate to 2nd/3rd level teams, and work toward rapid restoration of services with clear customer communication.

The role emphasizes excellent customer service, strong IT knowledge (Windows, MS Office, Lotus Notes), and teamwork in a collaborative environment. Flexible working arrangements may be considered where possible.