Service Desk Analyst (Cantonese/Mandarin)

Hammerjack Pty Ltd; Philippines; On-site; PHP 300,000 - 520,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines is seeking a Print Service Desk Level 2 Analyst to provide operational support for a global managed print environment. You will handle incidents, service requests, monitoring alerts, and escalation with SLA targets.

You will work closely with Level 1, Level 3 teams and vendors, maintain ticket documentation, and contribute to knowledge articles and process improvements. Proficiency in ServiceNow and ITIL is valued.

Qualifications

• ITIL Foundation knowledge is required.
• Experience with ServiceNow or similar ticketing platforms.
• Basic technical troubleshooting and incident management skills.
• Monitoring and alert management experience.
• Familiarity with printer and managed print technologies.
• Strong written and verbal communication skills.

Responsibilities

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

Skills

ITIL Foundation

Communication skills

Troubleshooting

Monitoring

Printer technologies

Tools

ServiceNow

Job description

Position Summary

The Print Service Desk (PSD) 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. The analyst works closely with Level 1 support, Level 3 specialists, HP teams, and third-party vendors.+1

Key Responsibilities

• Manage and resolve incidents and service requests assigned from Level 1 support.
• Perform initial troubleshooting and diagnosis of print-related issues.
• Monitor alerts and respond to service or device issues.
• Escalate complex issues to Level 3 support when necessary.
• Maintain accurate ticket documentation and status updates.
• Support SLA reporting and queue management activities.+1
• Contribute to knowledge articles and continuous service improvements.+1

Required Skills

• ITIL Foundation knowledge.
• ServiceNow or similar ticket management platform experience.+1
• Basic technical troubleshooting and incident management skills.
• Monitoring and alert management experience.
• Familiarity with printer and managed print technologies.+1
• Strong written and verbal communication skills.+1

Preferred Qualifications

• Experience in an enterprise IT Service Desk environment.
• Experience supporting HP print solutions and related applications.
• Ability to work in a global, multilingual support environment.
• 2-4+ years enterprise service desk or managed services experience, with demonstrated proficiency in incident management, ServiceNow ticket administration, print technologies, monitoring tools, and customer-facing technical support.

Languages

• English (required)
• Mandarin / Cantonese (preferred)

Performance Metrics

• Review tickets within 10 minutes.
• Take action on tickets within 20 minutes.
• Meet service level targets (98%+ SLA compliance).
• Ensure tickets are properly documented and escalated when required.