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Job Title :
Service Desk Analyst (CAN Helpdesk)
Job ID :
Category :
Location :
CEBUMBPS-Manulife Building, Lapu Lapu City PH
Job Type :
Full Time
Posted On :
Job Description :

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 Summary

Service Desk Analysts act as the single point of contact for phone calls, emails, and chats from users regarding any IT related issues and queries. He should be able to provide the first level of support to end-users and escalate to Tier 2 if it is outside support boundaries. Some issues being handled are account related issues (e.g. password reset/unlock), computer related issues, and application issues. 

Key Accountabilities
  • Answer technical issues from local & international users over the phone
  • Enter tickets into Service Desk ticket tracking system, diagnose and resolve level 1 problems in the areas of hardware, software, applications, and operating system.
  • Provide telephone assistance to all levels of staff.
  • Keep users informed as to the status of open calls, per established procedures.
  • Escalate complex problems to second level support as directed by process and clients.
  • Reset passwords when appropriate.
  • Log and track emails ticket request.
  • Log and track Service Now incident and request tickets.
  • Ensure service calls from customers are addressed accurately and in a timely fashion, with emphasis on customer care.
  • Issue company service bulletins regarding software and hardware outages.
  • Ensure Cross-company requests tracked and acted on per procedure.
Any additional responsibilities or functions that will be provided by the MBPS Management Team or the Manulife Business Unit as deemed necessary in the course of the business operations.

Minimum Skills Requirement to Hire

The candidate:
  • Bachelor's degree in Computer Science, Information Technology or equivalent.
  • Must pass current job expectations and meet performance metrics.
  • Must not have any attendance issues and have not received any disciplinary action.
  • At least 1 year technical support experience.
Soft skills:
  • Very strong verbal, written communication skills to clearly communicate complex ideas.
  • Ability to learn quickly.
  • Strong attention to details.
  • Excellent organizational skills.
  • Good team player.
  • Strong analytical and troubleshooting skills with the ability to define and solve technical problems
  • Ability to retain focus during times of high work volumes.
  • Excellent documentation skills.
  • Self-directed and able to work independently with minimal supervision.
  • Ability to exercise flexibility and judgment in a dynamic environment.
Technical Skills:
  • Technical customer service experience and strong customer service orientation
  • Experience in support of a dynamic Service Desk environment covering desktop and application troubleshooting
  • Solid Decision making and problem solving skills
  • Strong organizational skills with emphasis on detail and follow-up
  • Knowledge of Microsoft Office Suite, Lotus Notes, Active Directory and a variety of other applications.
  • Knowledge of Service Now a plus
  • Experience in service desk related field
Tools Specific Knowledge:
  • ServiceNow
  • Citrix
  • Lotus Notes
  • Active Directory
About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions. We operate as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers. At the end of 2016, we had $977 billion (US$728 billion) in assets under management and administration, and in the previous 12 months we made almost $26 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 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

Manulife is committed to supporting a culture of diversity and accessibility across the organization.   It is our priority to remove barriers to provide equal access to employment.  A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially
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