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Site Support Technician

Taguig, Philippines
Job ID: 43114


Section 1:  Identifying Information


Position Title: 

Associate III, IT Operations

Job code:




Date Prepared:


Reports to:

Manager, IT Operations

Prepared by:



Global IT

Business line:  

All Lines of Business

Positions reporting to this position


Target team size:







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%

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