Addressing the absence of documented job description in the Helpdesk Department of CP Telecom

Added Title

[A] Management action research for addressing the absence of documented job description in the Helpdesk Department of CP Telecom

Date of Publication


Document Type

Master's Thesis

Degree Name

Master of Business Administration


Ramon V. Del Rosario College of Business


Decision Sciences and Innovation Dept

Thesis Adviser

Divina M. Edralin

Defense Panel Chair

Maria Victoria P. Tibon

Defense Panel Member

Jaime T. Cempron
Patrick Adriel H. Aure
Maria Victoria P. Tibon
Brian C. Gozun


In this action research, I, in collaboration with the team, focused on addressing the absence of documented job description in the Helpdesk Department of CP Telecom. A job description is a document that describes the role and responsibilities that an employee is responsible for (Shore, 2012). It specifies the functionary to whom the position reports, specifications such as the qualifications or skills needed by the person in the job. Manifestations of our identified issue include negative customer feedback, low employee engagement identified through absenteeism, not following company rules such as dress code and sleeping on duty, confusion on tasks, which created conflict in the workplace. This action research was developed with the objectives of (1) formalize job description of roles in the Helpdesk department, (2) improve employee engagement and (3) improve the work performance of the team. Our goal is to enhance a culture of quality of work and improve the overall performance of the team. As an insider action researcher, I used data triangulation as a means to generate and obtain data from business reports, surveys, one-on-one conversations, and formal and informal group discussions. I used several frameworks which were applicable in addressing our issue. I was guided by Niches Consultings Job Analysis Process Model, Hackman and Oldhams Job Characteristics Model and Kirkpatricks Four-level Training Evaluation Model. We applied Lewins Change Management Model to initiate change in the organization. During the two cycles of action research, the interventions we implemented to address the issue on the absence of documented job description were (1) Job Analysis and (2) Knowledge Management. These activities were successful in achieving the objectives and goals of this project and highlighted the importance of collaboration and commitment from everyone in addressing the issue. We improved the Helpdesk teams work performance and working relationship which increased our potential for growth and career advancement. This project materialized because of the support and contributions of the members of the Helpdesk and Operations team. This experience taught me the value of collaboration and open mindedness. I grew professionally and developed my communication and interpersonal skills better through this action research. We completed two action research cycles and for the next cycle, I recommended keeping updated job description and doing job analysis to maintain accurate documented job description, and having more trainings and mentoring to strengthen the skills of the Helpdesk department not just in compliance with the Job Description, but also so they can go up the ladder and advance their career in the organization.

Abstract Format






Accession Number


Shelf Location

Archives, The Learning Commons, 12F Henry Sy Sr. Hall

Physical Description

1 computer disc ; 4 3/4 in.


Job descriptions; Personnel management

This document is currently not available here.