Pasion - IT Helpdesk Supervisor - Makati, NCR, Philippines

Orlee Pasion

Makati, NCR, Philippines


IT Helpdesk Supervisor


Provides single point of contact for all IT related services and applying a 16/7 customer service, help desk support for SM Employees under SM Investments, SM Land, SM Development and SM Hotels and Convention Centers.

Ensures quality IT service is provided to achieve good customer satisfaction making our internal clients happy.

Ensures proper classifications of tickets for proper escalation to concerned IT team.

Ensures that all reported events will be logged using our ticketing system for proper documentation and tracking.

Handles escalations of high priority incidents to different IT teams for immediate resolution.

Handles escalation and email advisories regarding major downtime affecting IT services.

Handles coordination with internal and external partners for immediate resolution of affected services.

Handles all IT standard equipment request for proper evaluation of IT Mancom.

Handles creation of access for new and resigned employees.

Ensures that all tickets handled by 2nd level support will be confirmed to users before posting of tickets.

Managing and Staffing
Manages work schedule of Helpdesk engineers to ensure that 16/7 operations will have enough manpower to handle calls, emails and walk in clients.

Ensures that the team monitors emails for timely feedback and documents all incidents and requests via ticket for resolution and escalation to other teams.

Ensures that all tickets under helpdesk will be handled or escalated within SLA.

Ensures that all IT equipment request will be processed within 24 hours.

Performs regular coaching and training to helpdesk engineers to ensure that they are aware of updates and new policies for better customer support.

Performs daily monitoring and management of open and aging tickets escalated to IT Mancom to ensure that tickets will be closed within SLA.

Provides daily report of all closed and open tickets to be provided to IT Mancom.

Work History

IT Helpdesk Engineer - Supervisor

SM Investments Corporation

From December 2011

IT Helpdesk Engineer

SM Investments Corporation

From January 2011

Technical Support Representative

Bayan Telecommunications Inc.

August 2004 - November 2011

Technical Support Professional

Bayan Telecommunications

January 2004 - January 2011

Qualifications & Certifications

University of Makati

Jesu Cristi School of Cavite

Fort Bonifacio High School

Fort Bonicafio High School

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