Service Desk Analyst L2 Spanish

Capgemini; Quezon City; On-site; PHP 450,000 - 750,000; Full time

Job summary

Capgemini Philippines is seeking a Restaurant Technology Service Desk Shift Lead to coordinate Service Desk activities during the assigned shift and guide L1 analysts. You will monitor SLAs, escalate as needed, and provide hands-on support for POS systems, kiosks, and restaurant applications to ensure service quality.

The role requires ITIL awareness, strong communication in English and Spanish, and the ability to document tickets accurately while guiding a fast-paced, high-volume support team.

Qualifications

• Must understand 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.
• Proficiency 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 effective shift handovers and communicate outstanding incidents and priorities.

Skills

Restaurant tech ecosystem

POS systems

Windows OS & MS 365

ITSM tools (ServiceNow)

Communication & customer service

Procedures & processes

ITIL incident management

English & Spanish proficiency

Tools

ServiceNow

Job description

Job Description:

Job Description

The 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.

Job Summary

Key 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 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 Specific

Has 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.

Requirements: