L1 Service Desk Analyst

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

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
• 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
• 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 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

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work, and we’ll 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