​JOB TITLE: Wealth & Banking Service Helpdesk Analyst | Capital Markets Ops Analyst

WORK SHIFT: Night shift, weekends off

SKILLS AND QUALIFICATIONS:   

• 2 to 3 years of relevant experience 

• Enterprise technical support experience 

• Good to have experience in ServiceNow ticketing system and Wealth Brokerage applications

RESPONSIBILITIES: 

• Monitor the ServiceNow queue for newly assigned incidents, requests, and tasks; triage and prioritize work in accordance with WCSD requirements. 

• Diagnose and resolve complex technical issues related to enterprise-managed 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, and route incidents and requests in ServiceNow in accordance with documented processes. 

• Partner with the Project Analyst to document new applications, procedures, and support playbooks. 

• Attend project meetings to provide technical input, advise on implementation approaches, and help identify risks and dependencies. 

• Collaborate with internal technical teams to resolve advanced issues and drive timely outcomes. 

• Serve as a mentor and escalation point for complex technical issues, coach teammates on troubleshooting approaches and customer communication. 

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

• Document issues, troubleshooting steps, and resolutions in ServiceNow with clear, complete notes to enable consistent support and knowledge transfer.  

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

Additional Information:

• Open to applicants who are currently in the Philippines and already have the right to live and work in this country are eligible for this role