L2 Service Desk Specialist — Incident & Escalation Lead

Canon Business Service Centre Philippines; Taguig; On-site; PHP 500,000 - 700,000; Full time

Job summary

Canon Business Service Centre Philippines is seeking a Support Service Desk Team Leader to guide the service desk, ensure SLA adherence, and coordinate with technical teams. You will train L1 engineers, provide 2nd level support, manage escalations, and drive continual improvements through incident, problem, change, and knowledge management practices in a fast-paced environment.

Strong communication, organization, and collaboration with Account Managers and Service Delivery Managers are

Qualifications

• 1.5 to 2 years’ experience in a Technical Support role, preferably including experience in a Managed Services environment.
• 1.5 to 2 years’ experience with an enterprise grade Service Management Tool.
• ITIL v3 Foundation or above certification (desired)
• Passion for Customer Service Excellence
• Ability to prioritize tasks and workload
• Excellent verbal and written communication skills
• Ability to work in a team environment with a shared workload.
• Ability to work autonomously, prioritize time for oneself and the team, make critical decisions and/or escape as appropriate.

Responsibilities

• Support Service Desk Team Leader in achieving customer requirements.
• Providing training and support to L1 Service Desk engineers.
• Providing up to 2nd Level support to customers.
• Escalating problems to 3rd Level support or 3rd party vendors and IT resolver groups.
• Point of Contact of the Service Desk in terms of Critical Incident Management process.
• Management of knowledge base articles.
• Keep track of all issues for appropriate escalation and follow-up.
• Provide root cause analysis and troubleshooting of escalated issues.
• Adhere to Incident Management, Request Management, Problem Management, and Change Management processes as per Company/customer standards (ITIL) and within SLAs.
• To provide after hours on-call escalation as required.
• Attend meetings with customer technical teams, capturing critical feedback, and consulting internally with Service Desk Team Leader, Account Manager, and Service Delivery Manager to enhance level of service.
• Understand Customer and the Company’s business processes and procedures.
• Assist the Service Desk Team Leader with activities required to assist the Service Desk and its customer/s.
• Provide insights on customer and management reports
• Provide tactical solutions to enhance customer experience
• Feed insights from technical meetings with customers.

Skills

Customer service

Team leadership

Training

L1/L2 support

Communication skills

Task prioritization

Collaboration

Decision making

Education

ITIL v3 Foundation or above

Job description

Canon Business Service Centre Philippines is seeking a Support Service Desk Team Leader to guide the service desk, ensure SLA adherence, and coordinate with technical teams. You will train L1 engineers, provide 2nd level support, manage escalations, and drive continual improvements through incident, problem, change, and knowledge management practices in a fast-paced environment.

Strong communication, organization, and collaboration with Account Managers and Service Delivery Managers are