IT Service Desk Shift Lead

H2 Software

HK$2.8-4.2K[Monthly]
On-site - Pasig1-3 Yrs ExpBachelorFull-time
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Job Description

Benefits

  • Government Mandated Benefits

    13th Month Pay, Employee Loan, Pag-Ibig Fund, Paid Holidays, Philhealth, SSS/GSIS

  • Insurance Health & Wellness

    HMO

  • Professional Development

    Job Training

  • Time Off & Leave

    Sick Leave, Vacation Leave

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Description

  • Ensure that the H2 team complies with the client’s policies and procedures; a. HR Policies and procedures are followed. b. Data privacy policies and procedures are followed. c. Responsibilities are being performed.
  • Keeping Manager and client of status/progress by preparing needed reports.
  • Train new hires and ensure onboarding procedures are regularly updated.
  • Ensure that there are sufficient resources to provide service within the agreed SLA.
  • Ensure all incidents and requests are properly recorded, reported, escalated on a timely manner and SLA is achieved.
  • Provide guidance to service desk analyst on handling and resolving tickets.
  • Ensure that documentation for incident resolution and request fulfillment is complete and regularly updated.
  • Daily review of pending tickets with the service providers.
  • Perform ticket follow-up and escalation up to 2nd level escalation for VIP tickets or breached TAT.
  • Receive announcement/advisory requests and prepare and send email advisories.
  • Support client-initiated projects by providing a resource plan.
  • Perform review of Service Desk Analyst performance quality.

Requirements

  • Graduate of any IT or computer related courses.
  • Atleast 1 year experience as Service Desk.
  • Preferably with qualities of being a team leader.


Communication SkillsLeadership SkillsTicketing SystemReporting Skills
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Chris Barroso

HR SupervisorH2 Software

Active within three days

Working Location

Ardan Building. 2, 1605 Meralco Ave, Ortigas Center, Pasig, 1605 Metro Manila, Philippines

Posted on 11 July 2025

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H2 Software

No financing required

101-500 Employees

Information & Communication Technology

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