The Enhanced Services Team is a technical support group comprising of resources whose primary focus is to provide support over the phone for all incidents that are not resolved within the Service Desk Level. The resources may also provide physical/face-to-face/on-site technical assistance to the CSC employees will be in charge to oversee end-to-end process of incident and request flow. The Team will serve as the escalation point, taking ownership of the case until the issue is resolved and/or the request is fulfilled. Position Responsibilities: Provides incident and service support to ensure system stability and user satisfaction.Handles request fulfillment by processing and completing user requests in a timely manner.Manages the IT asset lifecycle from procurement to disposal.Oversees queue and ticket management to ensure timely resolution of issues.Supports effective communication and collaboration across teams and stakeholders.Handles email inquiries and conducts investigations to resolve concerns.Prepares reports and drives continuous improvement initiatives.Participates in projects and engagement activities to support team objectives.Required Qualifications:Minimum of 3 years of IT support experienceBachelor's degree in any IT related course. Excellent Communication skillsAmenable to work on a night shift work schedule and full work onsite set up (Cebu).Preferred Qualifications:Strong technical troubleshooting skills (hardware, software, end-user computing)Excellent communication and customer service skillsAbility to manage multiple tasks and prioritize effectivelyTeam player with a proactive and solution-oriented mindsetExperience in deskside or IT support roles is preferredWhen you join our team:We’ll empower you to learn and grow the career you want.We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.As part of our global team, we’ll support you in shaping the future you want to see.About Manulife and John HancockManulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.Manulife is an Equal Opportunity EmployerAt Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com.Working ArrangementHybrid