Service Desk Analyst
Canon Australia
full-time
Posted on:
Location Type: Office
Location: Taguig City • Philippines
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About the role
- 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
Requirements
- 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
Benefits
- Flexible working arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshootingconfigurationdata entrydata managementITIL FrameworkMicrosoft desktop operating systemsMicrosoft desktop applicationsIBM Lotus Notescustomer service
Soft skills
communicationcustomer service excellenceresponsibilityteam collaborationproblem-solving
Certifications
ITIL Foundation CertificationMCPMCSEMCITPCompTIA A+