Quezon City Service Desk Analyst L2 (Spanish)

Job description

Job Summary The Restaurant Technology Service Desk Shift Lead is responsible for coordinating Service Desk activities during the assigned shift, providing guidance to L1 analysts, and ensuring incidents and service requests are handled within agreed SLAs. The role combines hands-on technical support with shift coordination, escalation management, and service quality monitoring. Key Responsibilities Coordinate Service Desk activities and workload during the assigned shift. Act as the first escalation point for L1 Service Desk Analysts. Monitor ticket queues, priorities, and SLA performance. Provide technical support for POS systems, kiosks, payment terminals, workstations, restaurant applications, and basic connectivity issues. Coordinate critical incidents impacting restaurant operations and ensure timely escalation. Provide guidance and support to L1 analysts. Ensure accurate ticket documentation and compliance with SOPs and ITIL processes. Manage effective shift handovers and communicate outstanding incidents and priorities. Required Skills: Basic understanding of restaurant technology ecosystems. Knowledge of POS systems, payment processing, and restaurant operations. Understanding of Windows OS, Microsoft 365, and networking fundamentals. Experience with ServiceNow or similar ITSM tools. Strong communication and customer service skills. Ability to follow documented procedures and support processes. Basic understanding of ITIL incident and request management. Proficient both in English and Spanish languages. Preferred Attributes: Experience in a global or multilingual support environment. Ability to work in a fast-paced, high-volume setting. Flexible with work hours and shift coverage as needed. Job Description - Grade Specific Has more than a year of relevant work experience. Solid understanding of programming concepts, software design and software development principles. Consistently works to direction with minimal supervision, producing accurate and reliable results. Individuals are expected to be able to work on a range of tasks and problems, demonstrating their ability to apply their skills and knowledge. Organises own time to deliver against tasks set by others with a mid term horizon. Works co-operatively with others to achieve team goals and has a direct and positive impact on project performance and make decisions based on their understanding of the situation, not just the rules. Ref. code: 581846 Posted on: Oct 26, 2026 Experience Level: Experienced Professionals Contract Type: Permanent Location: Quezon City, PH Brand: Capgemini Professional Community: Software Engineering Apply now » Apply Now Start applying with LinkedIn Please wait... Find similar jobs: All rights reserved by Capgemini. Copyright © 2025 Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. Required Cookies These cookies are required to use this website and can't be turned off. Required Cookies Required Cookies Provider Description Enabled SAP as service provider We use the following session cookies, which are all required to enable the website to function: "route" is used for session stickiness "careerSiteCompanyId" is used to send the request to the correct data center "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another Cookies from provider SAPasserviceprovider are required and cannot be turned off Advertising Cookies These cookies serve ads that are relevant to your interests. You may freely choose to accept or decline these cookies at any time. Note that certain functionality that these third parties make available may be impacted if you do not accept these cookies. Consent to all Advertising Cookies Advertising Cookies Provider Description Enabled LinkedIn LinkedIn is an employment-oriented social networking service. We use the Apply with LinkedIn feature to allow you to apply for jobs using your LinkedIn profile. Opting out of LinkedIn cookies will disable your ability to use Apply with LinkedIn. Cookie Policy Cookie Table Privacy Policy Terms and Conditions Consent to cookies from provider LinkedIn