15 % - Ensure that the technical support team follow correct troubles hooting and escalation procedures via monitoring of Issue tickers and coaching the technical support team to properly troubleshoot the Issues; 15 % - Supervise a group of technical support staff (CMT I and II) and ensure that tickets they handle are resolved within the agreed SLA; 15 % - Gauge service requests, and provide feedback, based on existing policies and procedures, how said requests can be fulfilled including measurement of Issue response on SLA’s of ITOD; 15 % - Check for patterns in reported Incidents, and if a pattern is found, report them to the ITO I (System Engineers) or subject matter experts (ITO II); 15 % - Request guidance from System engineers (ITO I) AND System Administrators (ITO II) for issues reported whose proper solution is not documented in the agency’s troubleshooting guides and databases; 15 % - Prepare incident reports and other documentations related to resolution of ICT related issues; 5 % - Document and perform routine maintenance tasks to mission critical ICT Systems. This Includes performing regular backups, cleaning up of logs, Checking if systems are working 24/7, and etc.; 5 % - Coordinate ICT activities with onsite personnel, Province clear Instructions How to complete ICT tasks required to be performed by onsite personnel.
Education: Bachelor’s Degree relevant to the Job Experience: 1 years of relevant experience Training: 4 hours of relevant training Eligibility: Career Service (Professional)/Second Level Eligibility
• Planning Skills • Oral and Written Communication Skills • Monitoring and Evaluation Skills • Negotiation Skills • Research and Development Skills • Skills in Networking and Linkaging • Conflict Management Skills • Adheres to Professional/Work Ethics • Assertive and can work under pressure • With Analytical and Creative Thinking • Excellent Interpersonal Relations
All interested applicants must submit their application together with the following documents to https://bit.ly/TESDAOnlineRecruitmentForm_ver2 not later than July 26, 2024;
- Intent Letter indicating the position, office where the vacancy exists and its Item Number);
- Duly accomplished Personal Data Sheet (CSC Form 212 Revised 2017) (printed in legal size paper) subscribed and sworn to with Work Experience Sheet (attachment to CSC Form 212, Revised 2017 can be downloaded at the CSC website);
- Service Records for TESDA applicants or applicants from other government agencies OR Certificate/s of Employment for outside applicants;
- List of training programs attended indicating the number of training hours together with the certified photocopies of training certificates;
- Performance Evaluation System (PES) Ratings for Calendar Year 2023 for outside applicants OR Individual Performance Commitment Review (IPCR) ratings for January to June 2023 or July to December 2023 (with at least Very Satisfactory Rating) for TESDA applicants or applicants from other government agencies;
- Copy of previous appointment for TESDA applicants or applicants from other government agencies;
- List of at least five (5) references with complete contact details and email addresses for the following categories:
- Superior
- Peers
- Subordinates (if applicable)
- Clients (if applicable)
- Certified true copy of transcript of records/diploma;
- Authenticated copy of Eligibility by CSC or PRC;
- Awards related to Performance (proof of evidences in the form of citation, medal, plaque, for awards/rewards received) (if applicable);
- Expert Services (Resource Person/Speaker/Moderator/Panelist) (if applicable); and
- Committees/ TWGs Participation (proof of evidences in the form of memorandum, office order, and/or certification/certificates) (if applicable)
“TESDA, as an Equal Opportunity agency, encourages a more diverse and inclusive workforce. Hence, applicants will not be discriminated on account of gender, sexual orientation, civil status, disability, religion, ethnicity, or political affiliation, provided, however that they meet the minimum requirements of the position to be filled”.
Failure to complete the submission of above documents within the set deadline shall mean disinterest to vie for the position paving the way for non-inclusion in the deliberation process.
CARMELITA S. CORBITO
Chief Administrative Officer
Human Resource Management Division
