Job Location: Ortigas, Pasig City

Job Description:

• Perform analysis of customer requests based on their application and infrastructure environment and business processes they perform and define the appropriate recommendations and solutions.
• Manage customer service satisfaction by performing consistent and periodic review of work orders and ensure proper escalation processes are being performed, identify the necessary resources to resolve and provide recommendations for mitigation of similar situations.
• Work with a team of IT Specialists from other disciplines (network, systems administration, email messaging, project management, business analysis, etc.) on projects that analyze, define and recommend computer, network and business application solutions.
• Provide day-to-day leadership in the operations of the iVision Support Team
• Decision-maker for service requests that require escalation to the development team or vendors
• Collect, review, and analyse the helpdesk service statistics and recommend adjustments or corrections to be made to ensure the support team meets the internal SLG and Service Level Agreements (SLA) with the offices; ensure that any discrepancy between the statistics and user perception is understood and reconciled through regular engagement with users community and iVision project management,
• In collaboration with iVision implementation team, support SIMMA offices transition to iVision through providing detailed explanation of iVision support model and SLA; serves as a contact point for the countries interested to host iVision and/or web-portal in SSC-KL;
• Carry out additional responsibilities and projects as assigned, including administrative and planning functions.

Qualifications:

• Requires a Bachelor's degree in Computer Information Systems, Management or Business
• Microsoft NAV and/or Help/Service Desk certifications preferred.
• A minimum of 5 years of experience working in the computer industry
• A minimum of 3 years of experience in supporting end users of an ERP preferably MS NAV
• A minimum of 3 years of experience in managing people preferably as help/support desk manager
• Previous working experience in an international environment is an advantage
• Ability and commitment to lead a team of people from various cultural, linguistic, religious and educational backgrounds; to work effectively with a diverse team of professionals from various subject areas; to manage a geographically distributed team
• Must be decisive; have the ability to take and maintain a stand on decisions, be accountable, and model accountability
• Must have a service-oriented mind-set with the ability to organize, prioritize, and delegate tasks while transferring knowledge and expertise to empower customers (users) and subordinates. 
• Must have excellent customer service skills (friendly, courteous and helpful) and able to communicate in a cross-cultural environment.  Superior written and verbal communication, organization, and administrative skills
• Knowledge of ERP and/or CRM applications
• Knowledge of client-server applications, SQL database
• Knowledge of local network architecture, elements and protocols
• Knowledge of web architecture and protocols
• Experience in use of Incident Management System
• Experience in use of VoIP and web conferencing software
• Experience in use of Lotus Notes
• Basic knowledge and understanding of marketing, customer relations management, financial management, and NGO business preferred
• Willingness to work on odd hours due to different working time zones of support team and customers
• Applicants must be willing to work in Ortigas Center, Pasig City.
• Strong Christian commitment as evidenced by life and character

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