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Job Title :
Order Desk Specialist
Job ID :
Category :
Information Technology
Location :
PHL, Quezon 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
The Order Desk Specialist performs ITIL compliant request fulfillment of standard products and services and assists customers within the business in selecting the right catalog while maintaining consistency with the organization’s process and policy. The candidate is expected to improve customer satisfaction through timely and efficient processing of requests and coordinating the provisioning of these requests with the technical leads, queue managers, and other teams when necessary. Responsibilities often require little to no supervision, and covers proper communications with the right expectations of customers being met whether through email, phone call or Skype messenger. The candidate is expected to work with integrity and required to have professional oral and written communication skills, Microsoft Office proficiency, and possess a customer - centric attitude.
Key Accountabilities
  1. Request Fulfillment. Provide efficient, timely and consistent day-to-day fulfillment of requests through which customers can get access to standard products and services, in accordance with Manulife, Deskside Services, GIS and End User Services policies and processes.
  2. Hardware and Software Procurement. Purchase and monitor requested asset and licenses required by the customers. Ensure that customer is engaged and all information verified from the beginning to acquisition and that customer is satisfied and able to use the service before closure for completion of request tickets.
  3. Request Forms and Catalog Management. Take part in the creation, management and modification of customer-facing service catalog forms necessary in fulfilling a request.
  4. Coordination and Organization. Consistent update within service request tickets pertaining to: purchase orders, timelines, escalations, equipment allocation, business communication, and discussions with team members. This may also require communications and follow-ups with other teams that could impact the flow of requests, initiating the maintenance of procedural documentation
  5. Communications. Address all emails that are received via the group mailbox and maintain an organized collection folders of customer / request, licenses, purchase orders, utilization / allocation of asset and services of the request, any group process and policy update, from all group mailboxes assigned and accessed by the team.
  6. Review and Investigation. Review workflow and investigate other requests associated with your own request ticket to certify that only the correct service will be provided while avoiding future escalations.
  7. Engagement and Team Player. Participate in monthly team meetings to collaborate with colleagues and technical and team leads in suggesting, maintaining and enhancing team procedures and work flows, improving team processes and preserving good camaraderie / professional relationships with each other.

Minimum Skills Requirement to Hire
  • Familiarity with Microsoft Windows applications
  • Good command of the English language, both written and oral.
  • Basic software and hardware install knowledge.
  • Must pass current job expectations and meet performance metrics.
  • Must not have any attendance issues and have not received any disciplinary action.

Minimum Experience

  • Graduate of any 4-year IT related course. Fresh graduates are welcome to apply.
  • Must pass current job expectations and meet performance metrics.

Work Experience


Soft Skills

  • Excellent comprehension, analytical and decision making skills
  • Self-motivated and directed, with keen attention to detail.
  • Good interpersonal, written, and oral communication skills.
  • Able to work in a team-oriented, collaborative environment.
  • Able to prioritize and execute tasks in a high-pressure environment.

Technical Skills

  • Strong understanding of Windows Office applications. Mac application knowledge is a plus.
  • Understanding of, and experience with, VPN and Citrix connections.
  • Basic hardware and software troubleshooting skills.


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. 

Information Technology
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