Print Service Desk Analyst — Incident Mgmt & SLA Focus

iQor; Laguna; On-site; PHP 502,000 - 725,000; Full time

Job summary

HP's Print Service Desk Level 2 Analyst provides operational support for HP's global managed print environment. This role handles incidents, service requests, monitoring alerts, technical troubleshooting, and escalations while ensuring service levels are achieved.

You will work closely with Level 1 support, Level 3 specialists, HP teams, and third-party vendors to resolve issues efficiently and maintain high customer satisfaction.

Qualifications

• ITIL Foundation knowledge required.
• Experience with ServiceNow or similar ticketing system.
• Basic technical troubleshooting and incident management experience.

Responsibilities

• Manage and resolve incidents and service requests from Level 1.
• Perform initial troubleshooting and diagnose print issues.
• Monitor alerts and respond to service or device problems.
• Escalate complex issues to Level 3 support when needed.
• Maintain ticket documentation and status updates.
• Support SLA reporting and queue management.
• Contribute to knowledge articles and continuous improvements.

Skills

ITIL Foundation knowledge

ServiceNow experience

Troubleshooting skills

Monitoring/alerts management

Printer/managed print tech

Strong communication

Job description

HP's Print Service Desk Level 2 Analyst provides operational support for HP's global managed print environment. This role handles incidents, service requests, monitoring alerts, technical troubleshooting, and escalations while ensuring service levels are achieved.

You will work closely with Level 1 support, Level 3 specialists, HP teams, and third-party vendors to resolve issues efficiently and maintain high customer satisfaction.