Wealth & Banking Service Helpdesk Analyst | Capital Markets Ops Analyst

We are looking for a technically skilled Helpdesk Analyst to provide enterprise-level technical support within a Wealth & Banking environment. The role will be responsible for incident management, troubleshooting, ServiceNow ticket handling, application support, and resolving technical issues for end users.

Key Responsibilities

• Monitor the ServiceNow queue for newly assigned incidents, requests, and tasks.

• Triage and prioritize tickets according to established service requirements.

• Diagnose and resolve complex technical issues involving mobile devices, laptops, desktops, printers, operating systems, network connectivity, and software applications.

• Provide remote troubleshooting and clear step-by-step guidance to end users.

• Create, update, document, and route incidents and service requests in ServiceNow.

• Maintain accurate and complete troubleshooting and resolution notes.

• Partner with project teams to document new applications, procedures, and support playbooks.

• Participate in project meetings and provide technical input on implementation approaches, risks, and dependencies.

• Collaborate with internal technical teams to resolve advanced issues and ensure timely resolution.

• Act as a mentor and escalation point for complex technical issues.

• Coach team members on troubleshooting techniques and customer communication.

• Serve as a subject matter expert for specialized technologies and support initiatives.

• Support Wealth Brokerage and related enterprise applications where required.

• Participate in ongoing training to remain current with technologies, tools, and support practices.

Required Qualifications

• 2–3 years of relevant experience in technical support, helpdesk, service desk, or a related field.

• Experience providing enterprise technical support.

• Strong troubleshooting and incident-management skills.

• Good working knowledge of ServiceNow or similar ticketing systems.

• Experience with Wealth Brokerage applications is an advantage.

• Good understanding of desktop, laptop, mobile device, printer, operating system, network, and software troubleshooting.

• Strong communication and customer-service skills.

• Ability to handle escalations and work effectively with technical teams.

• Willingness to work night shifts with weekends off.

Candidate Eligibility

Only applicants currently in the Philippines who already have the legal right to live and work in the country are eligible.

Recruitment Process

1. Screening with CV Reviewer

2. Validation and further CV screening through Workday, including HRI Toolkit, FCV, and CV

3. Client review

Pre-Screening Questions

1. How many years of relevant Wealth & Banking Service Helpdesk experience do you have?

2. Do you have enterprise technical support experience?

3. Do you have experience with the ServiceNow ticketing system?

4. Do you have experience with Wealth Brokerage applications?

5. What is your last drawn salary?

6. What is your salary expectation?

7. Are you amenable to working onsite/hybrid with a night-shift schedule in Taguig or Cubao, Quezon City?

8. When are you available to start once hired?