Associate III - IT Site Support
Ingram Micro
Taguig City, Philippines
3d ago

Job Description

Position at Ingram Micro

Job Description Template

Section 1 : Identifying Information

Position Title :

AssociateIII, ITOperations

Job code : Grade :

Grade : Date Prepared :

Date Prepared : Reports to :

Reports to :

Manager, ITOperations

Prepared by : Department :

Department : Global IT

Business line :

All Lines of Business

Positions reporting to this position

Target team size : Country / City :

Country / City : Manila

Manila

Section 2 : Position Summary

This role is intended for Graduates of IT or equivalent Technical courses with at least 1-3years 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 documentationpertaining 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 : DecisionMaking 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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