Division / Location IT/AboitizLand

Department
Function Name IT Facilities and Service Desk Officer
Mission of Function The IT Facilities and Service Desk Officer is responsible in the planning,
designing, implementation and maintenance of the infrastructure related
technology of the company. He is responsible in ensuring a stable operation
of the company’s IT computing, storage, networking, and other mission
critical technology platforms.
Contact (internal/external)
Internal Reporting Relationships External

All Departments Reports to: IT Head Suppliers

Supervises: Service Desk Associate Consultants
Outsourced Tech Support

Responsibilities (What-How-Why) Fully Partially Supportive

A. Service Desk Management
1. Ensure that all helpdesk requests are attended to and addressed X
properly according to its priority level and committed timeframe.
 Monitors recurring issues and impact
 Extract reports from Service Desk Management System
for monitoring and further evaluation.
 Handles issues for escalation to IT Head, iCSD, and
partner service providers.
2. Supervises the outsourced personnel deployed to Aboitizland. X
 Monitors attendance and overtime schedules
 Evaluates their performance
3. Attends regular coordination meetings with iCSD for alignment X
of policies and procedures, implementation of IT activities in
relation to maintenance of standard applications or devices, and
discussion of significant helpdesk issues/concerns.

B. Access and Maintenance of Standard Applications and Devices

1. Coordinates with iCSD on the implementation details for X
upgrade and configuration updates of standard applications
(e.g .wireless devices, etc.)
 Oversees testing procedures before actual deployment
 Validates together with IT Team on the impact of
upgrade or configuration changes.
 Ensures proper scheduling of deployment activities so
as not to hamper critical business operations
2. Conducts regular compliance monitoring to ensure deployed X
applications are in accordance to Group-wide standards/policies
(e.g. PSPG)
 Coordinates with Group IT on audit standards and
alignment of guidelines and procedures
 Makes recommendations to IT Head on the result of
audit findings.
3. Conducts end-user trainings. X

C. Maintenance and Monitoring of IT-related Assets

1. Manages all server operations maintained by Aboitizland IT. X
2. Provides system capacity planning for core enterprise systems.
3. Provides proactive solutions to monitor and maintain the health X
of the network, storage, servers and other computing devices of
the company.
4. Supervises helpdesk team for preventive maintenance activities. X
5. Conducts regular inventory of IT-related Assets in all X
 departments
 Check if actual data matches with system data
 Checks compliance to standards to license
requirements
 Makes recommendation to IT Head if there are
significant findings (e.g. upgrade or replacement
endorsement, additional hardware/software
requirements)
6. Oversees IT assets tracking from receipt of ordered items to user X
assignment, repair or maintenance history until unit disposal.
 Responsible for update of Asset Tracking System
 With approval from IT Head, handles clean-up
procedures before item disposal.
D. Critical Accountabilities
1. Administration of all servers and DR. X
2. Accountable for the following confidential information, X
documents and items:
 Software license information, related documents and
installation disks
 Preservation of user data backup before installation or
update procedures
 Access modification request that are confidential in
mature
3. Ensure full backup of all emails and files of resigned employees. X
E. IT Admin Task
1. Responsible for monitoring and processing of IT projects X
logistics;
2. Responsible for preparing RFD for IT services offered by iCSD.

F. Security and Standards

1. Set standards for infrastructure requirements; X
2. Ensure high level of security procedures in all IT facilities;
3. Manage passwords for all IT assets.
G. Other Task
Performs other tasks as may be required from time to time. X

Competencies (Knowledge-Experience-Capabilities) Proficiency Level

Average Above Expert
Average
Ability to supervise or handle people X
Strong interest to study and explore computer application systems and X
hardware environment.
A team player with good interpersonal relation skills X
Process oriented and patient with details X
Above average on computer skills and common/basic applications X
Has mature working attitude, results driven proactive X
Organized with quick analytical and planning skills
Can easily adapt to changing demands and conditions X
Ability to maintain confidentiality of information X
Willing to do overtime

Experience (No. of Years) Professional: at least 5 years

Leadership Experience: at least 2 years
Project Experience: preferred but not necessary
Education Bachelor’s Degree in

Conforme: Recommended by: Approved by:

Noli Baylosis Ryan Vinegas Jeanne Ouano
IT Manager VP – Strategy and Corp Plan