Duties, Functions and Responsibilities
1. Accept incident tickets and service requests tickets.
2. Ensure that ALL incidents and service requests are encoded and classified correctly and
followed up into the Help Desk ticketing system.
3. Maintains his/her assigned service requests in the Help Desk Ticketing System by ensuring
that all steps taken to resolve an incident or actions needed to fulfill a service request are
documented in details every step of the way until ticket closure.
4. Provides end-user hardware and/or software support and training when required to all
University constituents as directed; troubleshoots as needed.
5. Assesses malfunctions of hardware and/or software applications for the purpose of
determining appropriate actions to maintain computer, printing, network, and School
Management System operations.
6. Coordinates the collection and processing of data for the information systems for the
purpose of ensuring compliance with Philippines government and reporting requirements to
the PHINMA Corp audit team and PHINMA Corp Chief IT Security and Compliance Officer.
7. Reports and receives technical requests, including supporting “field” and “walk-in” service
requests. Ensure that all service requests are valid, approved by the appropriate school
managers, and that all details are encoded into the Helpdesk ticketing system.
8. Design and complete requested reports for the IT Management team as requested.
9. Sets up new computers including installation of operating system and appropriate software.
10. Instructs University constituents for the purpose of ensuring proper and efficient usage of
system and notifying users of system changes in a timely manner.
11. Provides systems analysis techniques and procedures, including consulting with users to
determine hardware, software, or system functional specifications.
12. Documents, analyzes, and tests information system applications, based on and related to
user or system design specifications.
13. Performs maintenance operations daily, weekly and monthly on select servers, SQL
databases, and information systems for the purpose of ensuring efficient program operations.
14. IT Documentation: Prepares written materials for the purpose of documenting activities,
providing written reference, and/or conveying information.
15. Prepares and distributes reports, including but not limited to weekly and monthly status
reports to the COO, VPs, PHINMA Education IT Management Team, CIO.
16. Attends seminars, conferences, in-service training and staff meetings as required.
17. Participate actively in the school optional and required activities to ensure ITSD
remains fully integrated into the school community.
18. Act as IT Support Team Lead when requested.
19. Perform other related duties, as assigned.
Job Type: Full-time
Schedule:

• Day shift

Supplemental Pay:

• 13th month salary