L1 Service Desk Analyst

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 RoleTo provide 1st level technical support to Harbour IT CustomersBeing responsible for incident classification and incident loggingStrong troubleshooting desktop related problemsIncident ownership and escalation to IT Resolver groups, IMC engineers and other 3rd party vendorsReducing escalation to 2nd levelRestoring services quickly to the end-user whenever possible by either providing a workaround or fixing the incidentEnsuring customer communication and feedback on progress of the incident life-cycleExcellence in customer service skills and communicationEssential DutiesProviding 1st level of support to Corporate clientsTroubleshooting user desktop related problems using the phone and remote access toolsEscalating problems to 2nd/3rd Level support or 3rd party vendorsPerforming Server tasks: Active Directory account creation / Exchange and Citrix troubleshootingPerform AD and Exchange AdministrationPerform Printer Management and troubleshootingLogging all calls and jobs via the helpdesk systemProviding a high level of Customer Service and communication, meeting and exceeding client expectationsManaging warranty and hardware returnsEnsuring all outstanding calls / issues are resolved or escalated QualificationsAt least 2 years’ experience in technical support in an IT Support roleITIL Foundation Certification or working in an environment using the ITIL Framework desiredAt least one IT Certification (e.g., MCP, MCSE, MCITP, CompTIA A+ etc.) desiredDegree or Tertiary Qualification (desirable)Passion for ‘Customer Service Excellence’Passion for IT/ComputersExcellent knowledge of IBM Lotus Notes 8.5Excellent 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 networkingExcellent troubleshooting skillsExcellent verbal and written communication skillsExcellent telephone mannerGood interpersonal skillsAbility to work in a team environment with a shared workloadDriving for ResultsContinuous ImprovementLiving the Mission, Vision and ValuesCustomer Service FocusEffective CommunicationTeamworkIf this sounds like you, we’d love you to apply! We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work, and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work life balance can improve your motivation, performance, and productivity. As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application. Looking to join this diverse team? Apply online now. Successful applicants will be notified of next steps