L1 Service Desk Analyst

Overview

Join to apply for the L1 Service Desk Analyst role at Canon Business Services ANZ.

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon BusinessServices 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 errors in data, 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
• Escalate issues outside of service boundaries to Team Leader and/or Manager – Professional Services when required
• Take responsibility to ensure customers’ experience with Canon exceeds expectations
• Undertake any ad hoc project or assignment as directed by Team Leader and/or Manager – Professional Services

• 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

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. Flexible working arrangements are available where possible to support work-life balance. As an equal opportunity employer, all applicants will be considered. Applicants must be eligible to work in the country they are applying to at the time of application.

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology

Looking to join this diverse team? Apply online now. Successful applicants will be notified of next steps.

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