Share this Job

Senior Service Desk Analyst

Business Department:  Corporate Operations

Manila, PH

Partners Group is a global private markets investment manager, serving over 900 institutional investors. We have USD 109 billion in assets under management and more than 1,500 professionals across 20 offices worldwide. We realize potential in private markets by financing and developing great companies, desirable real estate and essential infrastructure. We create value in our investments through active and long-term responsible ownership.

What it's about

As a Senior Service Desk Analyst, you will act as the point of guidance, direction and escalation for the team and internal customers. You will be part of our global IT team within a dynamic and fast paced organization. 


Your main responsibilities include: 

  • Ticket Management (ServiceNow); Opening / Re-Assigning / Chasing / Auditing / Authorising / Resolving 

  • Providing exceptional customer service and timely resolution to customers incidents or requests (phone, desk side or remote support) 

  • Providing innovative ideas and value-added solutions in addition to a swift and effective handling of complex issues raised by our internal customers  

  • Mentoring junior colleagues to allow for skills and knowledge development through advice, coaching, and training opportunities  

  • Knowledge sharing with colleagues across the company and proactively contributing to team and department meetings 

  • Leading or contributing to local or virtual projects as well as testing of new releases 

  • Liaising with 3rd party vendors 

  • Travelling to other offices within Asia  

  • Shift work 

What we expect
  • At least 7 years of experience in a Service Desk / Technical Support role, experience within the financial industry and/or within a global team is a plus 

  • Excellent knowledge of Windows 10 and experience in using the following solutions: Active Directory, O365 / OneDrive, ServiceNow, SCCM 

  • Excellent customer services and relationship management skills including executive or VIP level 

  • Excellent problem solving and analytical skills 

  • Experience in remote support using VPN and in AV support, such as video conferencing, corporate events 

  • Able to manage change within a fast paced and live production environment 

What we offer

  • Career opportunity in a global and dynamic environment 

  • Opportunity to learn and develop professionally and personally  

  • International working environment