DE033554-Wealth And Banking Service Helpdesk Analyst

Accenture in the Philippines; Taguig; On-site; PHP 350,000 - 550,000; Full time

Job summary

Accenture in the Philippines is seeking a Capital Markets Ops Analyst to support enterprise-managed devices and wealth brokerage platforms from the Taguig office. The role requires monitoring ServiceNow queues, triaging incidents, and providing remote guidance to end users.

You will document resolutions, collaborate with project analysts, and participate in training to stay current with technologies. Night shift with weekends off; return-to-office setup in Uptown Bonifacio Tower 3.

Qualifications

• 2 to 3 years of relevant experience in help desk specific to digital banking/wealth management.
• 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, OS, 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.

Skills

ServiceNow

Help desk

Wealth brokerage apps

Job description

Job Description

• ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Capital Markets Ops Analyst WORK SETUP: Return to Office 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. OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/Team Location: Taguig Uptown Bonifacio Tower 3

Skill and Qualifications

• 2 to 3 years of relevant experience in help desk specific to digital banking/wealth management
• Good to have experience in ServiceNow ticketing system and Wealth Brokerage applications