Service Desk Analyst L2 (Spanish)

Capgemini; Quezon City; On-site; PHP 502,000 - 837,000; Full time

Job summary

Capgemini Philippines is looking for a Restaurant Technology Service Desk Shift Lead to manage a busy shift, guide L1 analysts, and ensure incidents are resolved within SLAs. You will support POS systems, kiosks, payment terminals, and restaurant apps while coordinating escalations and maintaining ticket quality.

The role requires ITIL knowledge, strong communication, and the ability to work in a fast-paced environment across a multilingual team. English and Spanish proficiency are essential.

Qualifications

• Basic understanding of restaurant technology ecosystems.
• Knowledge of POS systems, payment processing, and restaurant operations.
• Understanding of Windows OS, Microsoft 365, and networking fundamentals.
• Experience with ServiceNow or similar ITSM tools.
• Strong communication and customer service skills.
• Ability to follow documented procedures and ITIL incident and request management.
• Proficient in English and Spanish.

Responsibilities

• Coordinate Service Desk activities and workload during the assigned shift.
• Act as the first escalation point for L1 Service Desk Analysts.
• Monitor ticket queues, priorities, and SLA performance.
• Provide technical support for POS systems, kiosks, payment terminals, workstations, restaurant applications, and basic connectivity issues.
• Coordinate critical incidents impacting restaurant operations and ensure timely escalation.
• Provide guidance and support to L1 analysts.
• Ensure accurate ticket documentation and compliance with SOPs and ITIL processes.
• Manage shift handovers and communicate outstanding incidents and priorities.

Skills

POS systems

Payment processing

Restaurant operations

Windows OS

Microsoft 365

Networking fundamentals

ITSM tools

Communication skills

Customer service

ITIL

English

Spanish

Tools

ServiceNow

Job description

Job DescriptionJob SummaryThe Restaurant Technology Service Desk Shift Lead is responsible for coordinating Service Desk activities during the assigned shift, providing guidance to L1 analysts, and ensuring incidents and service requests are handled within agreed SLAs. The role combines hands-on technical support with shift coordination, escalation management, and service quality monitoring.Key ResponsibilitiesCoordinate Service Desk activities and workload during the assigned shift.Act as the first escalation point for L1 Service Desk Analysts.Monitor ticket queues, priorities, and SLA performance.Provide technical support for POS systems, kiosks, payment terminals, workstations, restaurant applications, and basic connectivity issues.Coordinate critical incidents impacting restaurant operations and ensure timely escalation.Provide guidance and support to L1 analysts.Ensure accurate ticket documentation and compliance with SOPs and ITIL processes.Manage effective shift handovers and communicate outstanding incidents and priorities.Required Skills:Basic understanding of restaurant technology ecosystems.Knowledge of POS systems, payment processing, and restaurant operations.Understanding of Windows OS, Microsoft 365, and networking fundamentals.Experience with ServiceNow or similar ITSM tools.Strong communication and customer service skills.Ability to follow documented procedures and support processes.Basic understanding of ITIL incident and request management.Proficient both in English and Spanish languages.Preferred Attributes:Experience in a global or multilingual support environment.Ability to work in a fast-paced, high-volume setting.Flexible with work hours and shift coverage as needed.Job Description - Grade SpecificHas more than a year of relevant work experience. Solid understanding of programming concepts, software design and software development principles. Consistently works to direction with minimal supervision, producing accurate and reliable results. Individuals are expected to be able to work on a range of tasks and problems, demonstrating their ability to apply their skills and knowledge. Organises own time to deliver against tasks set by others with a mid term horizon. Works co-operatively with others to achieve team goals and has a direct and positive impact on project performance and make decisions based on their understanding of the situation, not just the rules.