Wealth & Banking Service Helpdesk Analyst

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: Confidential (Will be discussed during the job offer)

HC: 10

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

RECRUITMENT PROCESS:

• 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

REMINDER: Please do not include the name of the client in all your job postings. Kindly ensure that you upload the latest CVs of your candidates in PDF format with screening notes based on the JD 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?