L2 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 Role

The purpose of the L2 Service Desk Analyst role is to provide higher-level technical support to end users by handling incidents and service requests that have been escalated by L1 Service Desk engineers.  The role is to ensure daily activities are performed, will act as the subject matter expert and resolve escalations if needed.

This role requires a good range of technical capabilities in line with technologies the Company manage for its customers as well as the ability to be a key contact and escalation point for the L1 Service Desk engineers, customers technical teams, and managers.

This position supports the Service Desk Team Leader role in meeting customer requirements and assist in managing day-to-day Service Desk operation.

Responsibilities include:

• Support Service Desk Team Leader in achieving customer requirements,
• Providing training and support to L1 Service Desk engineers,
• Providing up to 2nd Level support to customers,
• Escalating problems to 3rd Level support or 3rd party vendors and IT resolver groups,
• Point of Contact of the Service Desk in terms of Critical Incident Management process,
• Management of knowledge base articles,
• Keep track of all issues for appropriate escalation and follow-up,
• Provide root cause analysis and troubleshooting of escalated issues,
• Adhere to Incident Management, Request Management, Problem Management, and Change Management processes as per Company/customer standards (ITIL) and within SLAs,
• To provide after-hours on-call escalation as required,
• Attend meetings with customer technical teams, capturing critical feedback, and consulting internally with Service Desk Team Leader, Account Manager, and Service Delivery Manager to enhance the level of service.
• Understand the Customer and the Company’s business processes and procedures,
• Assist the Service Desk Team Leader with activities required to assist the Service Desk and its customer/s.
  • Provide insights on customer and management reports
  • Provide tactical solutions to enhance customer experience
  • Feed insights from Technical meetings with customers.

Qualifications  

• At least 2 years’ experience in technical support in an IT SME 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+, CCNA, Azure etc.) desired
• Degree or Tertiary Qualification (desirable)
• 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
• Passion for Customer Service Excellence
• Ability to prioritise tasks and workload
• Excellent verbal and written communication skills
• Ability to work in a team environment with a shared workload.
• Ability to work autonomously, prioritize time for oneself and the team, make critical decisions, and/or escalate as appropriate.

If 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.

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