L2 Service Desk Specialist - Escalations & Incident Resolution

Canon Business Service Centre Philippines; Taguig; Presencial; PHP 480.000 - 720.000; Jornada completa

Descripción de la vacante

Canon Business Service Centre Philippines seeks an L2 Service Desk Associate to provide higher-level technical support, handling escalated incidents and service requests. You will serve as a subject matter expert and assist in daily Service Desk operations to meet customer requirements.

You will coordinate with L1 engineers, customer technical teams, and managers, deliver training, provide up to 2nd level support, and ensure adherence to ITIL processes and SLAs, including after hours on-call

Formación

• 1.5 to 2 years of experience in a Technical Support role; preferably in a Managed Services environment.
• 1.5 to 2 years of experience with an enterprise grade Service Management Tool.
• ITIL v3 Foundation or above certification (desired).

Responsabilidades

• Provide higher-level technical support to end users for escalated incidents and requests.
• Act as subject matter expert and escalation point for L1 technicians, customers, and managers.
• Assist Service Desk Team Leader in day-to-day operations and customer requirements.
• Provide up to 2nd Level support to customers and escalate to 3rd Level or vendors.
• Maintain knowledge base articles and track issues for escalation and follow-up.
• Perform root cause analyses and troubleshooting of escalated issues.
• Adhere to ITIL processes (Incident, Request, Problem, Change) and SLAs; participate in after-hours on-call escalations.
• Attend meetings with customer technical teams and internal stakeholders to improve service quality.
• Support reporting insights and contribute strategic recommendations to improve customer experience.

Conocimientos

Technical support

Customer service

Incident management

Team collaboration

Educación

ITIL v3 Foundation

Herramientas

Service management tool

Descripción del empleo

Canon Business Service Centre Philippines seeks an L2 Service Desk Associate to provide higher-level technical support, handling escalated incidents and service requests. You will serve as a subject matter expert and assist in daily Service Desk operations to meet customer requirements.

You will coordinate with L1 engineers, customer technical teams, and managers, deliver training, provide up to 2nd level support, and ensure adherence to ITIL processes and SLAs, including after hours on-call