Associate Support Analyst
Lapu Lapu City, PH
4d ago

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

Helpdesk Support (Information Systems End User Support)

The Opportunity

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Helpdesk Support with the resources to solve critical problems for the future of our business, which is why we need you.

Manulife Information Systems Group is seeking a self-motivated individual, who is obsessed with delivering value, is forward-thinking, and primary responsible for providing technical assistance and support to stakeholders with computer systems, hardware, or software issues.

What motivates you?

  • You obsess about customers, listen, engage and act for their benefit
  • You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes
  • You thrive in teams, and enjoy getting things done together
  • You take ownership and build solutions, focusing on what matters
  • You do what is right, work with integrity and speak up
  • You share your humanity, helping us build a diverse and inclusive work environment for everyone
  • We are looking for someone with :

  • Hands on experience with Windows 7 / 10 and Mac OS environments
  • Experience with Virtual Desktop environment
  • Good understanding of remote access platforms (Cisco VPN client and RSA Secure-ID) and familiarity with remote access tool (Bomgar) and ticketing tool (ServiceNow)
  • Good communication skills both verbal and written
  • Flexibility in scheduling will be part of 24 / 5 rotating shift (possible 24x7 in the future)
  • Develop and manage effective professional working relationships with co-workers and clients
  • Proven ability to function in a self-directed environment
  • Exemplary attendance record
  • Nice to Haves :

  • Basic knowledge and usage of Microsoft Active Directory
  • Working knowledge of Lotus Notes and Microsoft Office 365
  • On the job you will :

  • Excel in a dynamic, fast-paced environment where efficiency and accuracy are required for success
  • Maintain a first-class level of customer service ensuring over the phone, chat and email assistance are provided in an appropriate manner
  • Oversee and process assigned and self-service Request tickets in accordance to the documented processes
  • Setup, deploy and troubleshoot Virtual computers and Software for various applications and programs
  • Troubleshoot wireless devices (iPhone and iPad)
  • Install, test and troubleshoot Desktop Software applications through System Center Configuration Manager
  • Adhere to policies as per corporate manuals and directives
  • Document processes and procedures for maintenance and support
  • Our commitment to you

  • Our mission; to be a part of making Decisions Easier and Lives Better
  • A leadership team dedicated to your growth and success
  • A bold ambition and set of goals to be a leader in driving transformation in our industry
  • Our best. Every day.
  • Learn more about opportunities with us at

    If you are ready to unleash your potential, it’s time to start your career with Manulife / John Hancock.

    About Manulife

    Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.

    With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States.

    We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions.

    At the end of 2019, we had more than 35,000 employees, over 98,000 agents, and thousands of distribution partners, serving almost 30 million customers.

    As of March 31, 2020, we had $1.2 trillion (US$0.8 trillion) in assets under management and administration, and in the previous 12 months we made $30.

    4 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 155 years.

    We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

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