L1 Service Desk Analyst
Full-time
Canon Business Services ANZ
About Us As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services Centre Philippines helps organisations optimise, automate, and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart. We’re trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead. When you join Canon Business Services Centre, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success. About The Role
- To provide 1st level technical support to Harbour IT Customers
- Being responsible for incident classification and incident logging
- Strong troubleshooting desktop related problems
- Incident ownership and escalation to IT Resolver groups, IMC engineers and other 3rd party vendors
- Reducing escalation to 2nd level
- Restoring services quickly to the end-user whenever possible by either providing a workaround or fixing the incident
- Ensuring customer communication and feedback on progress of the incident life-cycle
- Excellence in customer service skills and communication
- Providing 1st level of support to Corporate clients
- Troubleshooting user desktop related problems using the phone and remote access tools
- Escalating problems to 2nd/3rd Level support or 3rd party vendors
- Performing Server tasks: Active Directory account creation / Exchange and Citrix troubleshooting
- Perform AD and Exchange Administration
- Perform Printer Management and troubleshooting
- Logging all calls and jobs via the helpdesk system
- Providing a high level of Customer Service and communication, meeting and exceeding client expectations
- Managing warranty and hardware returns
- Ensuring all outstanding calls / issues are resolved or escalated
- At least 2 years’ experience in technical support in an IT Support role
- ITIL Foundation Certification or working in an environment using the ITIL Framework desired
- At least one IT Certification (e.g., MCP, MCSE, MCITP, CompTIA A+ etc.) desired
- Degree or Tertiary Qualification (desirable)
- Passion for ‘Customer Service Excellence’
- Passion for IT/Computers
- Excellent knowledge of IBM Lotus Notes 8.5
- Excellent knowledge of Microsoft desktop operating systems (Windows 2000, Windows XP, Win7)
- Excellent knowledge of Microsoft desktop applications (MS Word, MS Excel, MS Outlook etc.)
- Excellent knowledge of TCP/IP and networking
- Excellent troubleshooting skills
- Excellent verbal and written communication skills
- Excellent telephone manner
- Good interpersonal skills
- Ability to work in a team environment with a shared workload
- Driving for Results
- Continuous Improvement
- Living the Mission, Vision and Values
- Customer Service Focus
- Effective Communication
- Teamwork
Vacancy posted 20 hours ago
Similar jobs that could be interesting for youBased on the L1 Service Desk Analyst in Taguig vacancy
- ...Job Title: IT Service Desk Analyst Location: Onsite - BGC, Taguig Work Schedule: Night Shift Salary Range: PHP 20,000 - PHP 45,000 About the Role: We are seeking a skilled and proactive IT Service Desk Analyst to provide first and second-line technical...
- Service desk Analyst Position Description . Serve as the initial point of contact for all IT related inquiries via phone, email, chat, or ticketing system. . Log, categorize, and prioritize incidents and service requests in the IT Service Management (ITSM) system...
- ...Manage, triage, and resolve multiple incoming incidents and service requests by understanding client needs and meeting defined SLAs... ...performance analysis role Experience working in an SLA-driven Service Desk or support environment Proficiency with BMC Helix, ServiceNow...
- ...Role: L1 Service Desk Analyst Work Location: Science Hub Tower or One World Tower, McKinley Hill, Taguig City (Few blocks away from Venice Grand Canal Mall) Work Schedule: Candidate must be amenable to work in a shifting schedule. Work Set Up: This 100% onsite/office...
- ...Role Overview The Japanese Service Desk Analyst provides technical and application support to internal and external clients through phone, email, and service portals. The role is responsible for managing incidents and service requests from initial contact through resolution...
- ...Job Title: Multilingual Service Desk Analyst (Estonian) Category: Service Desk / End User Services Position ID: J0326-1302 Work set-up: Onsite in Taguig Salary: Php 60,000 - 70,000 Work shift: Mid and Night-Shift Employment Type: Full Time Qualifications...
- ...understanding and knowledge of information systems products and services to assist users Identifies, investigates and researches user... ...under limited supervision to provide prompt and professional Help Desk service through quick processing and prioritization of a variety...
- ...COMPANY PROFILE: BPO company that provide an end-to-end BPO services to client globally. Position: Service Desk Company Industry: BPO Work Location: BGC, Taguig Work Schedule: Shifting schedule Salary: Php 30,000 - 40,000 Work Set Up: On-site JOB...
- ...Category: Service Desk / End User Services Main location: Philippines, Metropolitan Manila, Taguig (Onsite) JOIN CGI PHILIPPINES!... ...are looking for a dedicated and enthusiastic Latvian-speaking L1 Customer Support Agent to join our growing team. In this role...
- ...sustain profitable growth—delivering a wide range of benefits for your company and clients, and consultants. Position: German Service Desk Analyst Company Industry: IT/BPO Company Work Location: McKinley, Taguig City Salary: Php 80,000 - Php 90,000 gross...
- ...support for IT-related issues, resolving them in a timely manner. Manage service requests, incidents, and problems to ensure user satisfaction. Maintain documentation for all service desk activities and ensure accurate reporting. Assist in the training of users...
- ...Description Your main responsibilities as a Multilingual Service Desk Analyst are as follows: Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure...
- ...Role Overview Should have knowledge in Service Desk and Infrastructure Support Operations Should have analytical & reasoning skills Ability to create Weekly & Monthly Quality reports/decks for the management review Ability to analyze large amounts of data and...
- ...years O2C experience (Billing/AR) in a multinational environment ~ Degree in Accounting, Finance, or Business ~ Strong customer service, communication, and problem-solving skills ~ Knowledge of Billing, AR, Collections, and AP ~ Highly organized, able to...
- Multilingual Service Desk Analyst [For Pooling] Position Description Multilingual Service Desk Analyst - Dutch - French - Estonian - German - Finnish - Japanese - Mandarin - Latvian - Lithuanian - Norwegian - Portuguese - Swedish Want to...
44900 Php
...As a Service Desk Team Leader , you manage a team of Service Desk Analysts, and you are responsible for overseeing the day-to-day effectiveness of service provision and ensuring that targets are met. You also supervise the activities of all the members to ensure that...- ...Service Desk Analyst is accountable for gathering information through a client conversation, log on to support tools, and additional support staff (service resources) if needed. Completed 1st Year in College At least 18 months BPO experience with 12 months of experience...
- ...and issues. Diagnose and resolve hardware and software problems in a timely manner. Document issues and resolutions in the IT service management system. Assist in the onboarding and training of new staff regarding IT systems. Collaborate with other IT teams...
- ...and resolve technical problems efficiently while maintaining high customer satisfaction. Document issues and resolutions in the service management system for future reference. Assist with onboarding and training of new employees on IT systems. Collaborate with...
- ...Position: Service Desk Academy Trainer Location: Taguig City & Ortigas (100% onsite) Salary: PHP 35,000 Schedule: Shifting (24/7 support) Headcount: 1 Non-Negotiables: Experience in Service Desk / IT support training Strong communication...
- ...Japanese Service Desk Analyst Qualification • Must have N2 - N1 to native Japanese language fluency (with certification is an advantage) • Experience in technical accounts is an advantage, but all domain industry experience is welcome • Willing to learn and...
- ...Qualifications : • With or Without Service Desk Experience. • At least 2 years of experience in Technical Support. • Can speak, read... ...Your main responsibilities as a Multilingual Service Desk Analyst are as follows: • Resolve issues utilizing excellent customer...
- ...English. Record, categorize, track, and update incidents and service requests in the ticketing system, ensuring accurate documentation... ...guidance on company systems and tools. Monitor service desk performance metrics, identify recurring technical issues, and recommend...
- ...Description The Service Desk Operations Lead is responsible for overseeing the daily operations of the IT Service Desk, ensuring timely... ...customer satisfaction. This role leads a team of service desk analysts, drives process improvements, monitors performance metrics, and...
- -Assist and answer technical inquiries in Spanish-speaking users with their computer, software, and internet connectivity problems. -Record logs, tracks, and updates technical issues using standard ticketing systems to ensure they are fixed on time. -Helps users with ...
- ...in Computer Science, Information Technology or a related field. Experience Level: 0–2 years of experience in IT support or service desk roles. Skills and Competencies: Strong problem-solving skills and a customer-oriented attitude. Responsibilities and Duties...
- ...Taguig or Makati with the role of Production Support Officer L1 . In this role, you will serve as the primary Level 1 (L1)... ...API Portal clients and API consumers, handling production issues, service inquiries, and operational concerns. You will ensure issue...
- ...Description / Requirements Job Title: Service Desk Manager (IT – Service Desk BPO) Category: Service Desk / End User Services Work set up: Amenable to work in Taguig and Pasig / 100% RTO Work shift: Nightshift Salary budget: PHP 140,000 Experience: 10+years...
- The Service Analyst 1 in CBPS is an entry-level position servicing off-shore clients of Citi . The overall objective of this role is to provide world class service excellence to Citi global clients by offering a remarkable phone and digital banking experience. Additionally...
- ...effective day-to-day operations within the Contact Centre. This role plays a key part in transforming client interactions into exceptional service experiences through data-driven decision-making, customer experience analytics, and cross-functional collaboration. The ideal...
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to L1 Service Desk Analyst. Be the first to apply!
