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Associate III - IT Site Support

Taguig City, Philippines
Job ID: 33539

Description

 

 

Job Description Template

 

 

Section 1:  Identifying Information

 

Position Title: 

Associate III, IT Operations

Job code:

 

Grade:

 

Date Prepared:

 

Reports to:

Manager, IT Operations

Prepared by:

 

Department:

Global IT

Business line:

All Lines of Business

Positions reporting to this position

 

Target team size:

 

Country/City:

Manila

 

 

 

Section 2:  Position Summary

 

This role is intended for Graduates of IT or equivalent Technical courses with at least 1-3 years of IT Support experience supporting an IT Enabled environment such as Shared Services, BPO of at least around 1000 users and workstations.

The role of Associate III, Site Support IT Operations ensure that all IT Tickets are performed to completion and ensure that workstations, and Local Infrastructure on-site are operational, and within specifications on service patches, etc..  This role shall be primarily in-charge of IT Asset Management and Inventory of the site. 

 

Section 3:  Responsibilities, Supporting Actions & End-Results

 

Guidelines: List the essential responsibilities, functions and/or activities, provide the supporting actions to describe how the work will be accomplished and provide the desired end results. List the responsibilities in order of importance and the estimated percentage of time for the responsibility (no one responsibility should be greater than 60% of time or less than 10%).  The most important responsibility is not necessarily the one where the most amount of time is spent.             

 

 

Major Responsibility:Operational Support – Incident, Service Request, ITIL Processes

 

Supporting Actions:

  • Perform to completion assigned Tickets and SR tasks– Incident, Service Request, etc.,
  • Ensures IT Service agreed SLA with the business across different processes in Service Operations.

 

End Results:Incident Resolution/SLA – 95%, Change Management – 90% Success Rate, etc.

 

Percentage:     50%­­

 

 

 

 

 

Major Responsibility:Administrative Tasks

 

Supporting Actions:

  • Maintain records and documentation pertaining to IT Asset Management - Inventory
  • Ensure correctness of documentation – lists and record
  • Responsible for Asset Assignment, Ordering of stock buffers i.e., Laptops, Desktops, peripherals
  • Perform the Site Operational Checklist – daily, weekly

 

End Results:Compliance, Accuracy, Timeliness

 

Percentage:     35%­­­

 

 

Major Responsibility:Service Improvement
 

Supporting Actions:

  • Document processes, work tips and tricks as KB articles in Service Now
  • Drive incident reduction thru periodic trend analysis, proactive PBI
  • Raise request/change to implement resolution or endorse to appropriate support / applications group for resolution.
  • Ensure proactive RFCs both proactive and reactive RFCs are raised, and ensure PBIs are closed within grace period

 

End Results:Quantity & Quality / Contribution

 

Percentage:     15%

 

 

 

Section 4:  Decision Making Authority Level

 

Guidelines: Describe the authority held by the position by listing the main decisions that the position is free to make and explain the decisions that depend on the position’s advice.

 

Decisions free to make:

     

     

      ...

     

     

 

Explain the decisions that depend on position’s advice:

      ...

      ...

      ...

      ...

 

Example decisions that depend on position’s advice:

      ...

      ...

 

Section 5:  Scope/Dimensions

 

Guidelines: List the main quantitative measures that define the size and scope of the position (headcount, budget, profit dollar target).             

 

      ...

     

      ...

      ...

 

Section 6:  Job Qualifications and Educational Requirement

 

      A Bachelor’s degree or equivalent Technical Course.

      Minimum 1 - 3 years IT experience is required. 

      Strong technical, analytical, and problem-solving skills.

      Strong communication skills both written and verbal.

      Capacity to work well within a team

      Drives results, able to work effectively under deadlines in changing environment and perform multiple tasks effectively and concurrently.

      Ensures all time and work effort for incidents and tasks are recorded in the ticketing system.

      Proactively improves current systems by studying practices, procedures and problems and designing modifications.

      Proactively reduce problem tickets by analyzing data and implementing mitigating actions for common incidents.  Train user community in utilization of self-serve tools & best practices to avoid contacts to Site Support.

Section 7:  IM Competencies

 

 

Persuades

 

Often convinces others.

Able to use tact when persuading.

Eager to present new ideas to authority.

Inventive; customizes presentations.

Often meets objections successfully.

Ensures Accountability

 

Assumes responsibility for the outcomes of others

Promotes a sense of urgency and establishes and enforces individual accountability in the team

Works with people to establish explicit performance standards

Is completely on top of what is going on and knows where things stand

Provides balanced feedback at the most critical times

 

Builds Effective Team

 

Defines success in terms of the whole team

Recognizes that leveraging each team member's unique background and perspective is critical to achieving team goals

Rallies other behind common team goals

Places team goals ahead of own personal goals

 

Optimal Work Processes

 

Uses benchmarking and reviews best practices to set and meet quality improvement targets.

To improve efficiency and effectiveness resulting in high quality performance in self and in the organization.

Manages timeframes and deadlines.

Displays resiliency and takes proactive measures to make improvements.

Ensures the delivery of high quality results.

Situational Adaptability

 

Picks up on situational cues and adjusts in the moment.

Readily adapts personal, interpersonal, and leadership behavior.

Understands that different situations may call for different approaches.

Can act differently depending on the circumstances.

 

Customer Focus

 

Anticipates customer needs and provides services that are beyond customers expectations.

Uses customer insights to drive and guide the development of new offerings.

Serves as a strategic partner to build, grow and maintain profitable and long-lasting relationships

 

 

Section 8:  Other Information

Guidelines: Indicate any information that would be helpful in understanding the nature, scope or purpose of the position, or any unusual or hazardous conditions associated with performing the position.                                                                                     

 

 

 

 

 

 

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