1st Line IT Service Desk - Customer-Focused Support

Canon Business Service Centre Philippines; Taguig; On-site; PHP 279,000 - 446,000; Full time

Job summary

Canon Business Services Centre Philippines is seeking an entry-level IT Helpdesk specialist to provide 1st level technical support to Harbour IT Customers. You will classify and log incidents, take ownership, escalate when needed, and restore services quickly by offering workarounds or fixes.

You’ll communicate progress clearly to users and maintain service quality. The ideal candidate has 2+ years in technical support, ITIL familiarity, and relevant certifications.

Qualifications

• At least 2 years' experience in IT technical support.
• ITIL Foundation Certification or exposure to ITIL environment.
• At least one IT certification (e.g., MCP, MCSE, MCITP, CompTIA A+).
• Degree or tertiary qualification desirable.
• Excellent knowledge of IBM Lotus Notes 8.5.
• Strong knowledge of Windows desktop operating systems (Windows 2000/XP/Win7).
• MS Office proficiency (Word, Excel, Outlook).
• Strong TCP/IP and networking knowledge.
• Excellent communication and teamwork abilities.

Responsibilities

• Provide 1st level technical support to Harbour IT Customers.
• Classify and log incidents; own and escalate as needed.
• Restore services quickly using workarounds or fixes.
• Communicate progress to customers throughout incident lifecycle.
• Troubleshoot desktop issues via phone and remote tools.
• Handle server tasks: AD/Exchange troubleshooting and admin.
• Manage printer issues and warranty/returns.
• Log all calls and maintain helpdesk records.

Skills

Technical support

Customer service

TCP/IP networking

Communication

Teamwork

Education

Degree or tertiary qualification

ITIL Foundation Certification

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

Tools

Lotus Notes

Windows OS

MS Office

Remote access tools

Job description

Canon Business Services Centre Philippines is seeking an entry-level IT Helpdesk specialist to provide 1st level technical support to Harbour IT Customers. You will classify and log incidents, take ownership, escalate when needed, and restore services quickly by offering workarounds or fixes.

You’ll communicate progress clearly to users and maintain service quality. The ideal candidate has 2+ years in technical support, ITIL familiarity, and relevant certifications.