L1 Service Desk Analyst

Canon New Zealand; Taguig; On-site; PHP 279,000 - 391,000; Full time

Job summary

Canon Business Services Centre Philippines is seeking a 1st level IT support professional to assist Harbour IT Customers. You will classify, log, and own incidents, escalate to 2nd/3rd level teams, and work toward rapid restoration of services with clear customer communication.

The role emphasizes excellent customer service, strong IT knowledge (Windows, MS Office, Lotus Notes), and teamwork in a collaborative environment. Flexible working arrangements may be considered where possible.

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

Responsibilities

• Provide 1st level technical support to Harbour IT Customers
• Classify and log incidents accurately
• Own incidents and escalate to IT Resolver groups and vendors
• Minimize escalations to 2nd level
• Restore services quickly by workaround or fix
• Communicate progress to customers
• Demonstrate strong customer service skills
• Support 1st level for Corporate clients
• Troubleshoot desktop problems via phone and remote access
• Escalate to 2nd/3rd level or vendors
• Perform Server tasks: Active Directory and Exchange troubleshooting
• Perform AD and Exchange Administration
• Perform Printer Management and troubleshooting
• Log all calls and jobs in the helpdesk system
• Maintain high level of customer service and client satisfaction
• Manage warranties and hardware returns
• Ensure outstanding calls are resolved or escalated

Skills

Customer service

Communication skills

Teamwork

Problem solving

Attention to detail

Time management

Driving for results

Adaptability

Education

ITIL Foundation Certification

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

Degree or tertiary qualification

Tools

Lotus Notes

Windows operating systems

MS Office

TCP/IP networking

Job description

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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 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