Service Desk Analyst (On-site)
Location:
Manila, PH
What it's about
As a Service Desk Analyst, you will act as the point of guidance, direction and escalation for the team and our employees and external collaborators worldwide. You will be part of our global IT team within a dynamic and high-performing organization.
Your main responsibilities include:
- Day to day Ticket Management (ServiceNow) providing timely and consistent support, acknowledging, and recording all issues and requests accordingly.
- Providing best-in-class customer service and desk-side IT support and via remote channels such as chat, phone, email, or remote access tools.
- Ensuring new hires achieve a perfect start with a structured IT onboarding and a high-touch onboarding experience (desk setup, mobile device enrolment and VPN first steps)
- On-Site support for employees, VIP guests and PG staff visiting Manila office
- Providing innovative ideas and value-added solutions in addition to a swift and effective handling of complex issues raised by our employees
- Collaborate promoting best IT security practices according to our policies and guidelines
- Proactive checks of meeting rooms to ensure the IT technology is always ready for use
- Knowledge sharing with colleagues across the company and proactively contributing to team and department meetings
- Liaising with 3rd party vendors
- Supporting internal and external events and meetings with AV setup, video-conferencing and live streaming technologies
- Troubleshooting of connectivity issues for local (Wi-Fi and wired networks) and remote networks (VPN and VM Ware)
- Support to Office Management with IT setup for desk moves and event spaces when required.
What we expect
- Graduate of a diploma or bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent education with at least 3 years of experience in a Service Desk / Technical Support role, experience within the financial industry and/or within a global team is a plus
- Must be able to work on shifting schedule (APAC/EMEA coverage) Monday to Friday.
- Excellent knowledge of Windows 10 and experience in using the following solutions: Active Directory, Azure, Intune, O365 / OneDrive, ServiceNow, SCCM
- Experience in remote support, corporate video conferencing (Cisco, MS-Teams, Zoom), AV support and corporate events setup
- A strong commitment to customer service and to build & maintain relationships with stakeholders at all the levels of the company including senior management, executive or VIP level
- You to work well in a fast-moving environment and keep up with the daily needs of the business through effective time management and prioritization
- You are a strong critical thinker and problem solver with a passion for delivering results
- You possess excellent communication skills with the demonstrated capabilities to develop strong relationships and strategically manage and influence senior stakeholders at all levels
- That you take pride in your work and strive to support your teammates and our users with that work
- You have a passion for the Information Technology field and helping people
- That you always maintain confidentiality
What we offer
- Partners Group is a global financial institution that retains the culture, pace and agility of a start-up. As a growing firm, we are committed to attracting, developing and retaining the very best talent, by offering a workplace where results are truly recognized and rewarded. We offer a fantastic opportunity for you to grow:
- Professional, international working environment
- Challenging, rewarding career within a growing company
- Collaborative environment, with on-the-job training and mentorship opportunities
- One-month sabbatical after every five years of service
- Education assistance program
- Fun office and team events, including volunteer opportunities to connect with and help our local communities
www.partnersgroup.com
Job Segment:
Office Manager, Administrative