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

‎WORK SETUP: Onsite/Hybrid in Taguig or Cubao, Quezon City

‎WORK SHIFT: Night shift, weekends off

‎Salary budget: 45,000 - 50,000

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‎SKILLS AND QUALIFICATIONS:

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‎• 2 to 3 years of relevant experience

‎• Enterprise technical support experience

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

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‎RESPONSIBILITIES:

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‎• 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.

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‎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

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‎RECRUITMENT PROCESS:

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‎• Screening with CV Reviewer

‎• Endorse for Validation and further CV screening through Workday, along with the HRI toolkit, FCV, and CV

‎• For review with the client



‎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?

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