IT Service Desk Lead
ACEN Shared Services, Inc. Makati Full-time
Duties and Responsibilities:
- Tier 1 Support: Basic troubleshooting, password resets, software assistance, and general inquiries.
- Incident Management: Logging, tracking, and resolving user-reported issues.
- Service Request Fulfillment: Handling requests for software installations, access permissions, and hardware provisioning.
- Asset Management: Oversees the full lifecycle of hardware and software, from procurement to disposal, ensuring inventory accuracy and license compliance
- Reporting: Monthly performance and ticket resolution reports.
Job Requirements:
- Bachelor's/College Degree in Information Technology, Computer Science, Computer Engineering, or any IT-related course
- At least 4 years of IT Service Desk experience including at least 1 year in a team lead capacity
- Must have asset management (hardware and software) experience
- Strong background in Office 365, Exchange, Sharepoint, Azure, and experience in printer troubleshooting
- Proficient in any IT ticketing system
- Experience with process documentation, SOPs, etc.
- Hands-on background in IT Security such as implementation of security patches
- Certifications in ITIL, CompTIA, and/or Azure are an advantage
- Experience in Audio-Visual troubleshooting is a plus
- Must be willing to report to the office 5x a week
About ACEN Shared Services, Inc. (ACES):
ACEN Shared Services or ACES is the business arm that provides a full range of business process outsourcing services to ACEN, such as Finance, General Accounting, Information Technology, Sales Administration, Human Resource Management, Procurement and other manpower related services of the parent company.
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