L1 Service Desk Analyst

Canon Business Service Centre Philippines; Taguig; On-site; PHP 335,000 - 469,000; Full time

Job summary

Canon Business Service Centre Philippines in Taguig is seeking an L1 Service Desk Analyst to deliver first-line technical and customer support for internal and external users. This full-time, on-site role involves logging incidents, diagnosing basic issues, and guiding users through solutions while ensuring a positive service experience.

You will escalate complex problems per procedure, maintain documentation, and contribute to ongoing improvements in support processes in a BPO/shared services

Qualifications

• Strong technical support and troubleshooting capabilities for hardware, software, and networks.
• Excellent customer service to manage inquiries and deliver a positive experience.
• Solid analytical abilities to assess incidents and identify root causes.
• Experience in a service desk or IT support, preferably in a BPO/shared services.

Responsibilities

• Receive and log incidents and service requests; perform initial diagnosis.
• Escalate complex issues to higher support tiers per procedures.
• Maintain tickets until resolution; provide user updates and SLA adherence.
• Document processes and contribute to continuous improvement.

Skills

Technical Support

Customer Service

Analytical Skills

Communication Skills

Education

IT/CS degree or equivalent

Job description

Company Description Canon Business Service Centre Philippines, Inc., a subsidiary of Canon Australia Pty. Ltd., is a leading business process outsourcing company serving customers across APAC, Europe, and the U.S. The organization provides smart sourcing solutions that help clients streamline operations, focus on core activities, and achieve business goals. Since its establishment in July 2010 with 15 employees and a single client, the company has grown to over 800 employees across sites in Manila and Pampanga. Canon Business Service Centre Phillips holds ISO 9001:2008 certification, reflecting its commitment to meeting customer expectations and delivering high levels of satisfaction. The company is an equal opportunity employer and welcomes applicants from diverse backgrounds and identities.
Role Description The L1 Service Desk Analyst is a full-time, on-site role based in Taguig, responsible for providing first-level technical and customer support to internal and external users. Day-to-day tasks include receiving and logging incidents and service requests, performing initial diagnosis, and resolving common technical issues related to hardware, software, and networks. The role involves escalating complex issues to higher support tiers, following established procedures, and tracking tickets until resolution. The L1 Service Desk Analyst will communicate clearly with users, provide updates on issue status, and ensure a positive service experience. The role also includes maintaining documentation, adhering to service level agreements, and contributing to continuous improvement of support processes.
Qualifications

• Candidates should possess strong Technical Support and Troubleshooting skills for handling common hardware, software, and network issues.
• Candidates should possess effective Customer Support and Customer Service skills to manage user inquiries and deliver a positive service experience.
• Candidates should possess solid Analytical Skills to assess incidents, identify root causes, and apply appropriate solutions.
• Relevant experience in a service desk or IT support environment, ideally within a BPO or shared services setting.
• Good verbal and written communication skills in English, with the ability to explain technical information in a clear, user-friendly manner.
• Ability to work on-site in Taguig in rotating shifts as required by business operations.
• Basic knowledge of ITIL or similar service management frameworks is an advantage.
• Vocational diploma, associate degree, or bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.