Senior Service Desk Analyst

iQor; Laguna; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

HP's Print Service Desk Level 3 Technical Specialist provides advanced technical support for HP's global managed print environment, resolving complex incidents and coordinating with Level 4 teams, engineering groups, and third-party vendors.

Key duties include troubleshooting print infrastructure, monitoring, documenting issues, supporting major incidents, and contributing to service reviews and continuous improvement.

Qualifications

• Experience in enterprise technical support or managed print services.
• Experience with HP print environments and related software.
• Familiarity with ITSM tools and monitoring systems.

Responsibilities

• Resolve complex technical issues escalated to L3 from L2 support.
• Troubleshoot print infrastructure, print management applications, servers, and integrations.
• Investigate monitoring alerts and recurring service issues.
• Escalate issues to HP Level 4, specialist teams, and vendors as needed.
• Support major incidents and service restoration activities.
• Maintain technical documentation and knowledge articles.
• Participate in service reviews and continuous improvement initiatives.

Skills

Advanced troubleshooting

Networking fundamentals

HP Advance (HPA)

HP Capture & Route (HPCR)

SafeCom

ServiceNow

AppDynamics

Scripting / automation

Tools

AppDynamics

ServiceNow

Job description

The Print Service Desk Level 3 Technical Specialist provides advanced technical support for HP's global managed print environment. This role is responsible for resolving complex incidents, supporting print infrastructure and applications, investigating escalated issues, managing major incidents, and coordinating with HP Level 4 teams, engineering groups, and third-party vendors.

Key Responsibilities

• Resolve complex technical issues escalated from L2 support.
• Troubleshoot print infrastructure, print management applications, servers, and integrations.
• Investigate monitoring alerts and recurring service issues.
• Escalate issues to HP Level 4, specialist teams, and vendors as needed.
• Support major incidents and service restoration activities.+1
• Maintain technical documentation and knowledge articles.
• Participate in service reviews and continuous improvement initiatives.+1

Required Skills

• Advanced troubleshooting and problem-solving skills.+1
• Networking fundamentals and certificate management.+1
• Experience with HP Advance (HPA), HP Capture & Route (HPCR), SafeCom, and enterprise print environments.+2
• ServiceNow or equivalent ITSM platform experience.
• Monitoring and observability tools, including AppDynamics.
• Scripting and automation experience preferred.

Preferred Experience

4+ years of enterprise technical support, infrastructure support, managed print services, or application support experience. This is a supplier recommendation and not an HP requirement. HP only requires "proven experience" and appropriately skilled personnel.

Performance Expectations

• Own technical issues through resolution.
• Meet SLA commitments and escalation requirements.
• Support a high-volume global environment with approximately 300-450 L3 escalations monthly.+1
• Maintain accurate documentation and knowledge management.
• Drive continuous service improvement and operational stability