L1.5 Service Desk Analyst

21 hours ago

Pasay, National Capital Region, Philippines Capgemini Philippines Corp. Full time ₱300,000 - ₱450,000 per year
Role Overview:

The L1.5/L2 Service Desk Analyst provides advanced technical support to corporate users, including VIP and C-Suite executives. This role involves troubleshooting complex issues, ensuring high-quality service delivery, and collaborating with cross-functional teams to resolve incidents efficiently.

Key Responsibilities:
  • Provide technical support via ServiceNow, leveraging knowledge base articles to resolve user issues.
  • Troubleshoot workstation, LAN, and application performance problems.
  • Act as a liaison between L1, L2, and L3 support teams to ensure timely resolution.
  • Maintain and update support documentation and SOPs.
  • Conduct root cause analysis and escalate unresolved issues appropriately.
  • Deliver high-touch support to VIP users with professionalism and discretion.
  • Participate in client training initiatives by identifying gaps and recommending improvements.
  • Ensure all support activities align with SLAs and quality standards.
Qualifications & Skills:
  • Proven experience supporting corporate environments and executive-level users.
  • Strong knowledge of ServiceNow or similar ITSM platforms.
  • Excellent verbal and written communication skills.
  • Detail-oriented with a proactive approach to problem-solving.
  • Comfortable handling incoming calls and providing remote support.
  • Ability to apply diagnostic techniques and document findings clearly.
  • Team player with a customer-first mindset.
  • Capable of understanding complex issues and coordinating with other teams for resolution.

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