Associate - Service Desk

Macquarie Group; Manila; Hybrid; PHP 320,000 - 460,000; Full time

Benefits offered by this job

Wellbeing leave

Parental leave

Volunteer leave

Insurance plans

Learning & development

Job summary

Macquarie Group is seeking a Service Desk professional in Manila to be the first point of contact for staff needing technology assistance. You will support technology-based queries across multiple digital platforms and help maintain an excellent customer experience for a global user base.

The role emphasizes strong desktop support skills, familiarity with Microsoft 365 and modern device ecosystems, and adherence to security and compliance processes in a fast-paced, 24/7 environment.

Qualifications

• Strong desktop support experience for end users
• Experience with a computerised ticketing system
• Superior customer service and communication skills

Responsibilities

• Act as the first point of contact for staff needing tech help
• Provide support for technology-based queries across digital platforms
• Work within a global, 24x7 service desk to deliver outstanding customer experience

Skills

Microsoft 365

Windows 10/11

Active Directory

Mobile platforms

Desktop support

Customer service

Interpersonal comms

Written comms

Verbal comms

Security & compliance

Tools

Ticketing system

Job description

Help provide a superior approach to customer service and join our Manila Technology team as a Service Desk member. As a customer facing team, we are motivated to continually improve our services and are passionate about creating an outstanding customer experience.

We are a global financial services group operating in 30 markets with 57 years of unbroken profitability. At Macquarie, you’re empowered to shape a career that is fulfilling and creates value. You will bring your insights and expertise to the task at hand and feel supported as you make your own kind of impact for a better future.

What role will you play?

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As a first point of contact for all staff who require help or information regarding technology within Macquarie, you will have an immediate impact on the service to the business and be the face of technology.

You will provide support for technology-based queries across our digital platforms supporting our various businesses globally. The team operate on a 24 x 7 basis and are focused on providing an exceptional customer experience.

What you offer

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• Technical knowledge of Microsoft 365 including:
• Office, 0365
• Windows 10 Pro and 11
• Active Directory
• Apple IOS/Mac and Android
• Proven experience specifically in providing desktop support to end users utilising a computerised service management ticketing system
• Superior customer service skills and solid interpersonal, written and verbal communication skills
• Diligence to adhere to security, regulatory and compliance processes.
  

What we offer

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At Macquarie, you’re empowered to shape a career that’s rewarding in all the ways that matter most to you. Macquarie employees can access a wide range of benefits which, depending on eligibility criteria, include:

• 1 wellbeing leave day per year
• 20 weeks’ paid parental leave for primary caregivers along with 12 days of paid transition leave upon return to work and 6 weeks’ paid leave for secondary caregivers
• 5 days carers leave of immediate family members on top of annual leave
• 2 days of paid volunteer leave and donation matching
• Voluntary parental medical insurance plan for married employees
• Wellbeing benefits, sessions and events to support your physical, mental and financial wellbeing, including a comprehensive medical and life insurance cover
• Access to our Employee Assistance Program, a robust behavioural health network with counselling and coaching services
• Access to a wide range of learning and development opportunities, including reimbursement for professional membership or subscription
• Hybrid and flexible working arrangements, dependent on role
• Reimbursement for work from home equipment

About Technology

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Technology enables every aspect of Macquarie, for our people, our customers and our communities. We’re a global team that is passionate about accelerating the digital enterprise, connecting people and data, building platforms and applications and designing tomorrow’s technology solutions.

Inclusion at Macquarie

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We are committed to providing an inclusive environment for all, where different experiences, skills and perspectives are valued and respected. Macquarie provides access to opportunities for all individuals regardless of race, colour, religion, sex, sexual orientation, national origin, age, disability, protected veteran status, genetic information, marital status, gender identity or any other characteristic or circumstance.
We provide reasonable adjustments to individuals who may need support during the recruitment process and employment. If you require an adjustment, please let us know during the application process.