Bilingual Service Desk Analyst (Cantonese/Mandarin) - Print

iQor; Laguna; On-site; PHP 300,000 - 420,000; Full time

Job summary

HP's Print Service Desk Level 2 Analyst provides operational support for HP's global managed print environment, handling incidents, service requests, monitoring alerts, and escalations.

The analyst collaborates with Level 1 support, Level 3 specialists, HP teams, and third‑party vendors to ensure SLAs are achieved and tickets are documented accurately. This role is based in Laguna, Philippines, in a multilingual enterprise support setting.

Qualifications

• ITIL Foundation knowledge required.
• Experience with ServiceNow or a similar ticketing platform.
• Strong written and verbal communication skills.
• 2-4+ years enterprise service desk experience.

Responsibilities

• Manage and resolve incidents and service requests from Level 1 support.
• Perform initial troubleshooting and diagnosis of print-related issues.
• Monitor alerts and respond to service or device issues.
• Escalate complex issues to Level 3 support when necessary.
• Maintain accurate ticket documentation and status updates.
• Support SLA reporting and queue management activities.
• Contribute to knowledge articles and continuous service improvements.

Skills

ITIL Foundation

Troubleshooting

Monitoring

Printer tech

Communication

Tools

ServiceNow

Job description

HP's Print Service Desk Level 2 Analyst provides operational support for HP's global managed print environment, handling incidents, service requests, monitoring alerts, and escalations.

The analyst collaborates with Level 1 support, Level 3 specialists, HP teams, and third‑party vendors to ensure SLAs are achieved and tickets are documented accurately. This role is based in Laguna, Philippines, in a multilingual enterprise support setting.