Wealth & Banking Service Helpdesk Analyst | Capital Markets Operations Analyst

Location: Taguig City, Metro Manila, Philippines

Work Setup: 100% Onsite – Uptown Bonifacio, Taguig

Schedule: Night Shift | Weekends Off

Employment Eligibility: Applicants must currently reside in the Philippines and have the legal right to live and work in the country.

Salary: Confidential – To be discussed during the job offer stage

Job Overview

We are seeking a highly skilled Wealth & Banking Service Helpdesk Analyst / Capital Markets Operations Analyst to provide enterprise-level technical support within a fast-paced Wealth, Banking, Brokerage, and Capital Markets environment.

The ideal candidate has hands-on experience supporting enterprise users, diagnosing complex technical issues, managing incidents through ServiceNow, and working with or supporting Wealth Brokerage applications. This role requires strong technical troubleshooting skills, excellent customer service, attention to detail, and the ability to manage multiple priorities effectively.

This is an excellent opportunity for experienced IT Helpdesk Analysts, Technical Support Analysts, Service Desk Analysts, Application Support Specialists, and Capital Markets Support professionals looking to advance their careers in enterprise technology support and financial services operations.

Key Responsibilities

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• Monitor and manage assigned incidents, service requests, and tasks through the ServiceNow queue.
  
• Triage, prioritize, and resolve support requests in accordance with established service and operational requirements.
  
• Diagnose and resolve complex technical issues involving:
  
  
  • Enterprise-managed mobile devices
    
  • Laptops and desktop computers
    
  • Printers and peripheral devices
    
  • Operating systems
    
  • Network connectivity
    
  • Software applications
  
  
• Provide remote technical support and clear, step-by-step troubleshooting guidance to end users.
  
• Create, update, document, and route incidents and service requests through ServiceNow following established processes and procedures.
  
• Collaborate with Project Analysts to document new applications, support procedures, operational processes, and technical playbooks.
  
• Participate in project meetings and provide technical expertise regarding implementation approaches, risks, dependencies, and support requirements.
  
• Partner with internal technology teams and subject matter experts to resolve advanced and escalated technical issues.
  
• Serve as an escalation point and provide mentorship to team members on troubleshooting methodologies and effective customer communication.
  
• Act as a subject matter expert for specialized technologies, enterprise applications, and support initiatives.
  
• Maintain accurate and detailed documentation of incidents, troubleshooting activities, resolutions, and knowledge-sharing information in ServiceNow.
  
• Support continuous improvement initiatives by identifying recurring technical issues and opportunities to enhance support processes.
  
• Participate in ongoing training to stay updated on emerging technologies, enterprise tools, applications, and IT support best practices.
  

Skills and Qualifications

Required Qualifications

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• 2–3 years of relevant experience in IT Helpdesk, Service Desk, Technical Support, Application Support, or Enterprise Technical Support.
  
• Hands-on experience providing enterprise-level technical support to internal users or business clients.
  
• Strong troubleshooting and problem-solving skills across hardware, software, operating systems, devices, and network connectivity.
  
• Experience managing and resolving incidents, requests, and technical issues within a structured support environment.
  
• Strong communication skills with the ability to explain technical issues clearly to non-technical users.
  
• Ability to prioritize multiple incidents and requests in a fast-paced environment.
  
• Strong documentation skills and attention to detail.
  

Preferred Qualifications

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• Experience using the ServiceNow ticketing system.
  
• Experience supporting Wealth Management, Brokerage, Banking, Financial Services, or Capital Markets applications.
  
• Familiarity with Wealth Brokerage applications is highly preferred.
  
• Experience working within a large enterprise or corporate IT support environment.
  
• Previous experience supporting specialized financial services applications is an advantage.
  

Ideal Candidate Profile

This role may be suitable for professionals with experience in positions such as:

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• Wealth & Banking Service Helpdesk Analyst
  
• Service Desk Analyst
  
• IT Helpdesk Analyst
  
• Technical Support Analyst
  
• Enterprise Support Analyst
  
• Application Support Analyst
  
• IT Service Management Analyst
  
• ServiceNow Support Analyst
  
• Banking Application Support Analyst
  
• Wealth Management Application Support Analyst
  
• Brokerage Support Analyst
  
• Capital Markets Operations Analyst
  
• Financial Services Technical Support Analyst
  

Work Location and Schedule

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• Work Setup: 100% Onsite
  
• Location: Uptown Bonifacio, Taguig City
  
• Shift: Night Shift
  
• Days Off: Weekends
  
• Candidates must be willing and able to work onsite and follow the assigned night shift schedule.
  

Recruitment Process

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• Screening with CV Reviewer
  
• Endorsement for validation and further CV screening through Workday, along with the HRI Toolkit, FCV, and CV
  
• Client review
  

Important Application Requirements

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• Open only to applicants who are currently based in the Philippines and legally authorized to live and work in the country.
  
• Candidates must provide their latest CV in PDF format.
  
• Screening notes must be completed based on the job requirements and pre-screening questions provided.
  

PRE-SCREENING QUESTIONS

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

• Do you have any enterprise technical support experience?

• Do you have ServiceNow ticketing system and Wealth Brokerage applications experience?

• How much is your last drawn salary?

• How much is your salary expectation?

• Are you amenable to working on an onsite setup with a night shift schedule in Taguig?

• When are you available to start once hired?