L1 Service Desk Analyst

Company Description Canon Business Service Centre Philippines, Inc., a subsidiary of Canon Australia Pty. Ltd., is a leading business process outsourcing company serving customers across APAC, Europe, and the U.S. The organization provides smart sourcing solutions that help clients streamline operations, focus on core activities, and achieve business goals. Since its establishment in July 2010 with 15 employees and a single client, the company has grown to over 800 employees across sites in Manila and Pampanga. Canon Business Service Centre Philippines holds ISO 9001:2008 certification, reflecting its commitment to meeting customer expectations and delivering high levels of satisfaction. The company is an equal opportunity employer and welcomes applicants from diverse backgrounds and identities.
Role Description The L1 Service Desk Analyst is a full-time, on-site role based in Taguig, responsible for providing first-level technical and customer support to internal and external users. Day-to-day tasks include receiving and logging incidents and service requests, performing initial diagnosis, and resolving common technical issues related to hardware, software, and networks. The role involves escalating complex issues to higher support tiers, following established procedures, and tracking tickets until resolution. The L1 Service Desk Analyst will communicate clearly with users, provide updates on issue status, and ensure a positive service experience. The role also includes maintaining documentation, adhering to service level agreements, and contributing to continuous improvement of support processes.
Qualifications

• Candidates should possess strong Technical Support and Troubleshooting skills for handling common hardware, software, and network issues.
• Candidates should possess effective Customer Support and Customer Service skills to manage user inquiries and deliver a positive service experience.
• Candidates should possess solid Analytical Skills to assess incidents, identify root causes, and apply appropriate solutions.
• Relevant experience in a service desk or IT support environment, ideally within a BPO or shared services setting.
• Good verbal and written communication skills in English, with the ability to explain technical information in a clear, user-friendly manner.
• Ability to work on-site in Taguig in rotating shifts as required by business operations.
• Basic knowledge of ITIL or similar service management frameworks is an advantage.
• Vocational diploma, associate degree, or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.