Job Description

PRIMARY OBJECTIVESThe role is responsible for delivering the Service Desk outcomes & objectives, managing and ensuring the resolution of support incidents and requests within designated SLAs for Information Technology (IT), in conjunction with all Third-Party suppliers, whilst ensuring IT Compliance and Security are consistently followedKEY RESPONSIBILITIES/ACCOUNTABILITIES
Technical/IT Systems

• 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. Identify and implement opportunities for improving Service Desk capability, IT Services and business process improvement.
• Assisting with the ServiceDesk process management and review.
• Co-ordinate and manage support tasks for various systems including Microsoft 365 and internal business applications.
• 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. For the life of the Incident or the Request, ensure timely and accurate updates to the Customer as to the status of an Incident or Request.
• Ensure retention of ownership, monitor, track and manage Incidents and Requests through their lifecycle.
• Logs and monitors all Incidents and Requests with clear
• Liaison with users and service suppliers i.e., Mosaic IT, PTV, HUB in relation to IT related services/problems escalations, including documentation and update of procedures and instruction.
• On-site maintenance tasks arising from authorised requests from the IT Service Delivery Manager and/or Mosaic IT, implemented in accordance with ANC Policy and procedures.
• 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 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 Projects.

COMPETENCIES REQUIRED (knowledge, skills and abilities)

• Microsoft Windows administration and support. (Essential)
• Intermediate to advanced skills and Knowledge of Office 365 / SharePoint and Microsoft Product Portfolio (Essential)

oActive Directory - Users and Security
oMicrosoft Exchange / Mail Management
oDesktop / Laptop Device Patching - Setup / Deployment / Management

• Including Windows & Third-Party Patch ReleasesoServer Device Patching - Setup / Deployment / Management
• Including Windows & Third-Party Patch Releases

oEnd Point Management / Anti-VirusoLAN Connectivity - Wired & Wireless
oDesktop / Laptop Remote Builds (inc. OS / User Profile / File Storage)

• Server administration and support (Highly Desirable)oOS / 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)
• 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)
• 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

Job Type: Full-timeSalary: Php40,000.00 - Php45,000.00 per monthBenefits:

• On-site parking

Schedule:

• 8 hour shift

Supplemental Pay:

• 13th month salary

Experience:

• Technical support: 2 years (Required)
• Application support: 1 year (Required)
• Helpdesk support: 1 year (Required)