End User Service Desk Analyst

Anz (Dba); Philippines; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Health & wellbeing services

Flexible working options

Job summary

ANZ’s Global Technology Service Desk in Manila provides first-level IT support for Windows, Mac, and mobile devices, handling password resets and basic troubleshooting to meet SLAs. The role supports employees and contractors as the primary contact and coordinates with second-level teams for resolution.

As an End User Service Desk Analyst, you will log incidents, communicate solutions, and deliver timely, accurate information while maintaining strong customer service and a positive user

Qualifications

• Experience as a helpdesk technician in a global support function.
• Good understanding of computer systems, mobile devices, and tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills with strong customer orientation.
• Ability to work under pressure and shifts.

Responsibilities

• Answer end-user calls, emails, chat, or self-service inquiries.
• Liaise with second level teams to own incident resolution end-to-end.
• Provide accurate, up-to-date information and record keeping.
• Provide real-time floor support to front-line analysts.
• Triage with the resolver team to work on problem fixes.
• Assist with training for new hires and refresher sessions.
• Generate reports based on business requirements.
• Troubleshoot desktops, laptops, and peripherals (Windows, Mac, VPN/VDI).
• Handle Microsoft 365, Exchange, and Office suite issues.
• Support mobile devices and printers/scanners.

Skills

Customer service

Communication

Shift work

Problem solving

Tech support

Tools

Windows 10/11

Mac

VDI/Citrix

MS Office 2016/365

Microsoft Exchange

Printers & peripherals

Mobile devices (iOS/Android)

Job description

A

End User Service Desk Analyst

Company : Anz (dba) Job Type : Full Time Philippines

Job Description - End User Service Desk Analyst

About Us

At ANZ, we're applying new ways technology and data can be harnessed as we work towards a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

Global Technology Service Desk is a customer focused and fast paced first level Service Desk providing Technical support and applying Break Fix within a specific time. Support is provided in the areas of password resets, network administration and technical diagnosis and restoration of service for PC/LAN users. Good customer service ethics is part of this job, putting customers first and delivering operations service that continuously exceeds the customer's expectations. The individual has to deliver positive customer experience within agreed timeframes i.e. Service Level Agreements (SLAs).

End User Service Desk Analyst will support all ANZ employees & sub-contractor (as applicable) when and where they require it as a first point of contact and reach out to the second level support team for resolution to provide excellent service experience.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type: Permanent, Full-time
Role Location: MDC 100, Eastwood, Quezon City
Work Hours: Must be willing to work on shifting schedules

What will your day look like?

As an End User Service Desk Analyst, you will also be responsible for the following:

• Answer end-user call/email/chat or self-service inquiry/issues.
• Respond to customers and ensures customer needs are met by liaising with other second level teams with end-to-end ownership of incident resolution
• Provide accurate and up to date information on all enquiries and record the same
• Provide real-time floor support to front-line analyst
• Triage with the resolver team to work on problem fix
• Provide training to new hires and conduct refresher training assisting Process Leads/Journey Experts
• Help generate various reports based on Business requirements
• Perform basic troubleshooting on:
  • Wide range of desktop hardware and software (Windows 10, Windows 11, and MAC)
  • VDI and Citrix applications
  • Microsoft Office Suite including 2016 and MS Office 365
  • Microsoft Exchange, Microsoft 365, other emailing apps
  • Printers, scanner, and various other peripherals
  • Mobile devices iPhone, iPad, Android

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Proven experience as a helpdesk technician preferably in a global support function.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills with strong customer orientation.
• Ability to work under pressure and shifts.

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So why join us?

ANZ provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manila plays a critical role in executing our strategy and delivering what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world. Our expertise and services make us a bank, and our people, purpose, and culture make us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong.

We provide our people with a range of benefits including access to health and wellbeing services. We also have flexible working options so that our people can 'make work, work for them'.

• Access to health and wellbeing services.
• Flexible working options.

We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.

Job Posting End Date

07/08/2026, 11.59pm, (Melbourne Australia)