6 - L1 Service Desk Analyst

Date: 10-Jan-2022

Location: Taguig City, Philippines

Company: Canon


  • 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

Essential duties

  • 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


Qualifications and Experience

  • 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