Benedict Dela Fuente

Support Engineer

Key Insight - Responsible for 1st and 2nd level support to the crew, partners, and clients in AU, UK, US

As a Service Desk Engineer for Insentra ESS, Benedict is primarily responsible for 1st and 2nd level support to the crew, partners and clients across the three regions - AU,UK,US. Collaboration with the whole ESS team including the senior engineers is maintained for a greater customer service experience.

Prior to joining Insentra, Benedict worked as IT support for a large healthcare services company in the US and was part of the pioneer team here in the PH. Additionally, he worked in several BPO companies as a technical support specialist. Outside his work, he enjoys outdoor activities such as mountain hiking and long motorcycle rides. But while not working and not on a trip, he is a fun father to his two growing kids.

Technical Skills & Qualifications

  • General management of people
  • Policies and procedures implementation and development
  • ITIL alignment, Incident and Service Request management
  • Career mentorship
  • Process analysis and improvement
  • Service Desk scope of support
  • Performance management and improvement
  • Basic technical skills in Software, Network, Hardware and Active Directory