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.

Essential Duties

• Work closely with the following teams: Professional Services, Technical Services, ECO Centre, Various Canon Business Partners, Project Management Office
• Be accountable to: Professional Services and Technical Services management, Canon Sales teams, PMO management
• Review and provide input to Canon Project PIP
• Use information provided in PIP to configure ISS
• Configure Canon ISS and all components thereof
• Continuously review, and update ISS based on recommendations provided by Canon Technical Services
• Minimise throughout the process errors in data, and avoid duplication and inaccurate data entry
• Respond to email/ phone enquiries and any other queries arising from the configuration and data related to ISS and PIP
• Regularly stay updated with the latest product knowledge and technical skills using available resources and online training modules
• When required, to escalate issues outside of service boundaries to Team Leader.and/or Manager = Professional Services
• Take responsibility to ensure customers experience with Canon exceed expectations.
• Undertake any Ad Hoc project or assignments assigned by Team Leader and/or Manager – Professional Services
  
  

Qualifications

• At least 1 to 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 troubleshooting skills
• Excellent verbal and written communication skills
  
  

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.