Junior Service Desk Associate

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 CBS 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 customer end users
• 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

• Fresh grads to at least 1year experience in technical support in an IT Support role
• Passion for ‘Customer Service Excellence’
• Passion for IT/Computers
• 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
  
  

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