L2 Service Desk Analyst (Onsite) (Can start ASAP)

Capgemini Philippines Corp.; Philippines; On-site; PHP 335,000 - 603,000; Full time

Job summary

Capgemini Philippines Corp. is seeking a Service Desk / Technical Helpdesk Analyst to provide onsite IT support at Mall of Asia Complex in Pasay City. You will troubleshoot Windows OS, Office 365, VPN, and network issues, document steps, and escalate to L2/L3 as needed.

Join a busy service desk with shift rotations, focusing on customer service and clear communication. The role involves working onsite in Mall of Asia and supporting end-users across functions.

Qualifications

• Strong understanding of Windows OS, Office 365, Teams, Outlook troubleshooting
• Familiarity with Active Directory & group membership administration
• Experience with VPN, MFA, basic networking concepts
• Knowledge of hardware diagnostics (drivers, BIOS, performance tuning)
• Ability to analyze logs and error reports
• Experience with ticketing systems (ServiceNow preferred)
• Excellent communication and customer service
• Strong analytical and problem-solving abilities
• Ability to manage multiple priorities under SLA pressure
• Strong documentation practices
• Collaboration across cross-functional teams
• Strong English (verbal and written) skills
• Must be amenable to work full onsite in Mall of Asia Business Complex, Pasay City
• Open to working graveyard shifts and rotating schedules

Responsibilities

• Provide advanced technical troubleshooting for end-user issues across hardware, software, and network domains
• Handle escalated tickets from L1, including complex hardware, software installations, and Office 365 issues
• Perform deeper diagnostics using remote tools and admin utilities
• Process access requests with intermediate knowledge of groups, shared mailboxes, and CRM/SAP roles
• Ensure correct catalog routing and ticket documentation (logs, screenshots, error details)
• Collaborate with IAM/Access Management to resolve misrouted or aging access tickets
• Validate access with end users before closure and communicate resolution steps
• Escalate to L2/L3 when needed and monitor aging tickets to meet SLA timelines
• Avoid premature ticket closures and maintain high customer satisfaction through clear communication
• Serve as a primary technical contact for escalated user issues and provide user-friendly explanations
• Keep users updated on progress and final resolution
• Maintain thorough documentation practices and cross-functional collaboration
• Demonstrate strong English communication skills and professionalism

Skills

Windows OS troubleshooting

Office 365 troubleshooting

Teams troubleshooting

Outlook troubleshooting

Active Directory

Group membership administration

VPN

MFA

Networking basics

Hardware diagnostics

Log analysis

Ticketing systems

ServiceNow

Communication

Problem solving

Multitasking under SLA

Documentation

Cross-functional collaboration

English proficiency

Onsite work

Graveyard shifts

Tools

ServiceNow

Job description

Service Desk / Technical Helpdesk Analyst may perform one or more of the following:

• Advanced Technical Troubleshooting

• Handle escalated tickets from L1 involving: Complex hardware issues, Software installation/configuration, Advanced Outlook/Teams/Office 365 issues, VPN, network connectivity & authentication problems, Device performance issues (slow machines, driver/device conflicts)

• Perform deeper diagnostics using remote tools and admin utilities.

• Process and verify access requests requiring intermediate knowledge: Group memberships, Shared mailbox access, Application entitlements (CRM, Impuls, VRM, XVS, MDG, SAP roles).

• Ensure correct catalog selection and routing.

• Work with IAM/Access Management to resolve misrouted or aging access tickets.

• Validate access with end users before closure.

• Ensure tickets are properly documented with: Clear troubleshooting steps, Logs, screenshots, and error details, User communication history

• Assign or escalarto appropriate L2/L3 support groups when needed.

• Monitor aging tickets and proactively follow up to meet SLA timelines.

• Prevent unnecessary rework by ensuring tickets are never closed prematurely.

• Serve as a primary technical point-of-contact for escalated end-user issues.

• Provide clear, user-friendly explanations of technical steps.

• Ensure users receive timely updates and resolution confirmation.

• Maintain high customer satisfaction through effective communication.
  

Additional Qualifications:

• Strong understanding of Windows OS, Office 365, Teams, Outlook troubleshooting

• Familiarity with Active Directory & group membership administration

• Experience with VPN, MFA, basic networking concepts

• Knowledge of hardware diagnostics (drivers, BIOS, performance tuning)

• Ability to analyze logs and error reports

• Experience with ticketing systems (ServiceNow preferred)

• Excellent communication and customer service

• Strong analytical and problem-solving abilities

• Ability to manage multiple priorities under SLA pressure

• Strong documentation practices

• Collaboration across cross-functional teams

• Strong English (verbal and written) skills.

• Must be amenable to work full onsite in Mall of Asia Business Complex, Pasay City.

• Open to working graveyard shifts and rotating schedules.