IT Service Desk Manager
First Datacorp
- Makati, Philippines, 3F Citibank Center, Makati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippines
- ₱40,000.00 - ₱50,000.00 / monthPHP400005000040000MONTH
- ContractualCONTRACTOR
Job closed.
Job Description
- Supervises the group to ensure support is provided within the defined SLAs
- Ensure delivery within primary area of Request Fulfilment/Incident Management within SLAs
- Identify improvements to the Service Desk incident logging system in order to provide a more effective and efficient service to customers;
- Track and route problems and request and document resolutions
- Identify related problems and recommend resolution; escalate situations requiring urgent attention
- Manage the performance of services to customers, ensure that service levels are achieved in line with contracts and that customer’s expectations are met or exceeded;
- Resolve day-to-day software and hardware issues related to desktop/laptops
- Escalation of incidents to corresponding system admin
- Coordinate/Escalate unresolved issues to Level 2 and ensure closure
- Regular review of processes and recommend enhancements
- Follow standard helpdesk procedures
- Provide daily update to the Service Desk Head
- Regular review of processes and recommend enhancements
- Weekly reporting for all open issues
- Prepare and present weekly reports
o Week on week Aging Report
o Month on month Aging Report
o Trending Reports
o Root-Cause Analysis
o Survey results
o Data Center Performance Monitoring Report
- Scheduling of team rotation
Minimum Qualifications
- Graduate of Computer Eng’g or any related IT courses
- With at least 3 years of working experience as Service Desk Manager
- ITIL Certified
- With good oral and written communication skills
- Willing to work as Project Based (1yr - can be extended) with benefits (Medical, Dental, Rice Subsidy etc.)
Perks and Benefits
- Life Insurance
- Medical / Health Insurance
Required Skills
- ITIL
Preferred Courses
- Information Technology
- Computer Engineering
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- 3F Citibank Center, Makati, Metro Manila, Philippines
About First Datacorp
For over three decades, we have worked to improve our clients’ businesses through software consulting and technology deployment, service management, and system integration, among many others.
Our vision is to be the foremost Filipino Information Technology company creating and delivering innovative and world-class solutions and services for the Philippines and beyond.
We believe that a strong IT governance and information backbone is key in our goal to improve and grow our clients’ businesses. As an Information Technology partner with a successful track record and a long-term vision, we can provide the building blocks in shaping your adaptive and agile business.
We are a team of highly qualified professionals with world-class IT technologies to help address your business challenges.