L1 Service Desk Analyst

Canon Business Service Centre Philippines; Taguig; Vor Ort; PHP 300.000 - 540.000; Vollzeit

Zusammenfassung

Canon Business Services Centre Philippines is seeking a capable IT Helpdesk Technician to provide 1st level technical support to Harbour IT customers, classify and log incidents, and troubleshoot desktop issues. You will own incidents, escalate when needed, and communicate progress clearly to clients to minimize downtime.

Responsibilities include AD/Exchange/Citrix tasks, printer management, and documenting work in the helpdesk system while delivering excellent customer service and teamwork in a

Qualifikationen

• 2+ years in technical IT support
• ITIL Foundation or equivalent environment preferred
• IT certifications desired (MCP/MCSE/MCITP/CompTIA A+)
• Degree or tertiary qualification desirable
• Strong customer-service orientation
• Excellent knowledge of Windows operating systems and MS Office applications
• Good TCP/IP networking and troubleshooting skills
• Excellent verbal and written communication skills

Aufgaben

• Provide 1st level support to corporate clients via phone and remote tools
• Classify and log incidents, perform troubleshooting, and escalate as needed
• Manage AD/Exchange/Citrix tasks and printer issues
• Document all calls in the helpdesk system and communicate progress to customers
• Aim to restore services quickly and minimize downtime
• Maintain high standards of customer service and teamwork

Kenntnisse

Technical support

Customer service

TCP/IP networking

Windows desktop

Ausbildung

ITIL Foundation

IT certification (MCP/MCSE/MCITP/CompTIA A+)

Degree or tertiary qualification

Tools

Active Directory

Microsoft Exchange

Citrix

Printer management

Jobbeschreibung

Job Description:

About Us

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services Centre Philippines helps organisations optimise, automate, and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.

We’re trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead.

When you join Canon Business Services Centre, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success.

About the Role

• To provide 1st level technical support to Harbour IT Customers
• Being responsible for incident classification and incident logging
• Strong troubleshooting desktop related problems
• Incident ownership and escalation to IT Resolver groups, IMC engineers and other 3rd party vendors
• Reducing escalation to 2nd level
• Restoring services quickly to the end-user whenever possible by either providing a workaround or fixing the incident
• Ensuring customer communication and feedback on progress of the incident life-cycle
• Excellence in customer service skills and communication

Essential Duties

• Providing 1st level of support to Corporate clients
• Troubleshooting user desktop related problems using the phone and remote access tools
• Escalating problems to 2nd/3rd Level support or 3rd party vendors
• Performing Server tasks: Active Directory account creation / Exchange and Citrix troubleshooting
• Perform AD and Exchange Administration
• Perform Printer Management and troubleshooting
• Logging all calls and jobs via the helpdesk system
• Providing a high level of Customer Service and communication, meeting and exceeding client expectations
• Managing warranty and hardware returns
• Ensuring all outstanding calls / issues are resolved or escalated

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 troubleshooting skills
• 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
• Continuous Improvement
• Living the Mission, Vision and Values
• Customer Service Focus
• Effective Communication
• Teamwork

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work, and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work life balance can improve your motivation, performance, and productivity.

As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.

Successful applicants will be notified of next steps