IT Service Desk Shift Lead
H2 Software
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
- 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.
- Graduate of any IT or computer related courses.
- Atleast 1 year experience as Service Desk.
- Preferably with qualities of being a team leader.
Chris Barroso
HR SupervisorH2 Software
Reply 0 Times Today
Working Location
Ardan Building. 2, 1605 Meralco Ave, Ortigas Center, Pasig, 1605 Metro Manila, Philippines
Posted on 11 July 2025
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