Location: Pampanga

Work Type: Permanent

Roles and Responsibilities

  • Manage and maintain ANC Service Desk, update and assign requests as required
  • To manage first/second touch technical support in resolving service disruptions, including the logging of all Incidents and Service requests
  • Provide first/second level PC, network and technical support for all ANC PC users, supporting Microsoft 365 and technologies, and other internally developed systems as deemed appropriate
  • Supporting installation of hardware and software in consultation and direction of Mosaic IT
  • To ensure all ANC staff are provided with functioning hardware, software, network and telephony services
  • To resolve incidents arising from disruptions to hardware, software, network and telephony services
  • To provide first/second level support and co-ordinate users’ and resolvers’ when service disruptions occur
  • Assisting with the ServiceDesk process management and review
  • Work with various business units to support and maintain new and existing customer data and system integrations
  • Management of Mobile Phones (IOS and Android) requests including tracking and reporting
  • Ensure issue diagnosis and resolution according to SLAs within the IT Service Catalogue, ITIL work practices and procedures
  • Ensure retention of ownership, monitor, track and manage Incidents and Requests through their lifecycle
  • Logs and monitors all Incidents and Requests with clear details/instructions with any customer specific requests
  • Support to users covering LAN & DB connectivity issues, as well as hardware and software
  • ServiceNow, Service Desk Plus (SDP), Zendesk or equivalent toolset administration, supporting Incidents, Service Requests and Project
  • Liaison with users and service suppliers 
  • On-site maintenance tasks 
  • To maintain the register of hardware/software location, Asset Register, licenses and warranty/service agreements including disposal/sale of equipment in line with ANC asset policy
  • Preparation and updating of IT procedures documents including desktop procedures
  • Weekly and monthly reporting of Service Desk statistics as required

Required Experience

  • 3-5 years’ experience as a Senior IT Service Desk Officer within a small-medium Information Technology Team. (Essential)
  • Strong analytical and documentation skills to assist in developing procedures to streamline IT and business processes. (Desirable)
  • Microsoft Windows administration and support. (Essential)
  • Intermediate to advanced skills and Knowledge of Office 365 / SharePoint and Microsoft Product Portfolio (Essential)
  • Active Directory – Users and Security
  • Microsoft Exchange / Mail Management
  • Desktop / Laptop Device Patching – Setup / Deployment / Management
  • Including Windows & Third-Party Patch Releases
  • Server Device Patching – Setup / Deployment / Management
  • Including Windows & Third-Party Patch Releases
  • End Point Management / Anti-Virus
  • LAN Connectivity – Wired & Wireless
  • Desktop / Laptop Remote Builds (inc. OS / User Profile / File Storage)
  • Server administration and support (Highly Desirable)
  • OS / Hyper-V / AD Users and Security / DHCP / DNS / File Storage / Group Policy
  • Experience in supporting Azure / AWS Cloud environments (Desirable)
  • Router Setup and Support (Desirable)
  • ITIL experience and knowledge. (Desirable)

A Successful Candidate Must Have

  • Ability to work co-operatively and effectively within the team and the organisation
  • Ability to manage multiple tasks with conflicting demands simultaneously, solve problems, manage and meet deadlines and maintain a high quality of work
  • Possess a personal presentation that reflects a professional image and the values of the organisation
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills

ShoreXtra Perks

  • Free barista-style coffee
  • Free parking and jeepney services
  • Highly engaged team
  • Unlimited potential for growth
  • Challenging role
  • Fun and family-oriented working environment