Service Desk (SPOC - Single Point of Contact) (FOR POOLING)

Role Overview

Stationed primarily at the Makati facility, the Single Point of Contact (SPOC) serves as the centralized operational nexus for the entire IT consolidated services infrastructure. This role is responsible for overseeing multi-site ticket workflows, managing external vendor pipelines, and coordinating administrative compliance across all service desks.

Key Responsibilities

• Serve as the primary Single Point of Contact for escalation procedures spanning all core IT technologies.
• Monitor, review, and action inbound technical support email channels daily.
• Oversee comprehensive ticket monitoring and reporting, ensuring proper ticket categorization, prioritization, and tracking of user requests.
• Log problem escalations, track incident lifecycles, and document resolutions to build the team Knowledge Base.
• Manage and report on the software inventory using the Software License Management System.
• Maintain accurate physical hardware inventories, capturing updates across base builds, spare units, active units, and inactive units.
• Track corporate assets using specialized laptop/desktop allocation monitoring sheets.
• Lead routine operational meetings with the service desks across the three core locations to review and track pending tickets.
• Compile and submit weekly and monthly activity reports directly to the Operation Supervisor.
• Follow up actively with external partners and vendors to drive resolution on escalated operational problems.
• Cascade approved standard practices and operational compliance guidelines to all service desk tiers.
• Administer and process critical asset forms, including Equipment Allocation Forms (EAF), Token Acknowledgments, and Workstation Commissioning Checklists.
• Maintain supporting documentation for corporate Hardware Refresh programs and up-to-date vendor/partner directories.
• Conduct an annual review of local software installation procedures and recommend necessary optimizations.



Qualifications & Requirements

• Must possess a valid technical training certificate or corresponding experience on related IT projects.
• Mandatory formal certifications with a minimum of 2 years of direct professional experience.
• Demonstrated technical competency with Microsoft Windows 8.1 or higher operating systems.
• Hands-on experience with Microsoft Office 2016 (or higher) and cloud-managed Office 365 configurations.
• Active HP Certification covering desktop environments and enterprise printer hardware.