Service Desk Analyst

The Firm of Global Citizens®; Manila; On-site; PHP 279,000 - 502,000; Full time

Job summary

Henley & Partners in Manila is seeking a Service Desk Analyst to provide first line support to users across Henley & Partners Group. You will respond to calls, emails and tickets, diagnose issues, and follow company guidelines to resolve them.

Requirements include 1 year in a similar IT role, knowledge of Windows (server and desktop), experience with ticketing and knowledge-base systems, and strong English communication. On-call rotations and shifts are required.

Qualifications

• Minimum 1 year experience in a similar IT support role.
• Experience with Microsoft Windows (server and desktop).
• Experience with ticketing and knowledge base systems.
• Excellent English communication.
• Willing to work on on-call rotation and shifts.
• Ability to work in a fast-paced environment.

Responsibilities

• Responsible for answering users' calls, emails and tickets.
• Provide technical support and troubleshooting using the company guidelines, procedures and methodology.
• Accept, manage and update events, incidents and service requests to ensure Service Level Agreements are met, managing the Service Desk queue efficiently.
• Take ownership and responsibility of issues from start through to a successful resolution.
• Ensure the escalation of events, incidents and service requests, as well as service disruption to other teams or third-party contractors as and when necessary and facilitate any issues to the point of resolution.
• Assist in deployments and testing, providing meaningful feedback and physical intervention as and when necessary.

Skills

English proficiency

Troubleshooting

Communication

teamwork

On-call experience

Tools

Ticketing systems

Knowledge base systems

Windows OS

Windows Server

Job description

As the leading global citizenship and residency advisory firm, we specialize in helping our clients navigate the complex landscape of investment migration and citizenship planning.

Why choose Henley & Partners?

Here’s what sets us apart:

• Global Impact: Join a company that makes a tangible difference in people’s lives. Our work enables individuals and families to broaden their horizons, access new opportunities, and secure a brighter future through alternative citizenship and residency options.
• Cutting-Edge Expertise: Be part of a team of industry pioneers and experts who are at the forefront of the investment migration field. We provide innovative solutions and leverage our extensive network of international partners to deliver exceptional service to our clients.
• Dynamic and Diverse Culture: Immerse yourself in a truly global environment. With more than 40 offices spanning across continents, we foster a multicultural and inclusive workplace where ideas are valued, collaboration thrives, and personal growth is encouraged.
• Continuous Learning: We believe in investing in our employees’ professional development. At Henley & Partners, you’ll have access to ongoing learning opportunities, training programs, and industry conferences that will enhance your skills and expand your knowledge.
• Impactful Projects: Join us in working on high-profile projects that shape the future of investment migration. From advising governments on citizenship-by-investment programs to assisting high-net-worth individuals in achieving their global mobility goals, your work will have a direct impact on our clients and the industry.
• Work-Life Balance: We recognize the importance of maintaining a healthy work-life balance. Enjoy flexible working arrangements and benefits that support your well-being, ensuring that you can thrive both personally and professionally.

… but that's enough about us, let talk about you!

Henley & Partners is growing and we are seeking to engage a Service Desk Analyst. The selected candidate will provide first line support to the users across Henley & Partners Group.

Joining Henley & Partners

As the leading global citizenship and residency advisory firm, we specialize in helping our clients navigate the complex landscape of investment migration and citizenship planning.

Why choose Henley & Partners?

Here’s what sets us apart:

• Global Impact: Join a company that makes a tangible difference in people’s lives. Our work enables individuals and families to broaden their horizons, access new opportunities, and secure a brighter future through alternative citizenship and residency options.
• Cutting-Edge Expertise: Be part of a team of industry pioneers and experts who are at the forefront of the investment migration field. We provide innovative solutions and leverage our extensive network of international partners to deliver exceptional service to our clients.
• Dynamic and Diverse Culture: Immerse yourself in a truly global environment. With more than 40 offices spanning across continents, we foster a multicultural and inclusive workplace where ideas are valued, collaboration thrives, and personal growth is encouraged.
• Continuous Learning: We believe in investing in our employees’ professional development. At Henley & Partners, you’ll have access to ongoing learning opportunities, training programs, and industry conferences that will enhance your skills and expand your knowledge.
• Impactful Projects: Join us in working on high-profile projects that shape the future of investment migration. From advising governments on citizenship-by-investment programs to assisting high-net-worth individuals in achieving their global mobility goals, your work will have a direct impact on our clients and the industry.
• Work-Life Balance: We recognize the importance of maintaining a healthy work-life balance. Enjoy flexible working arrangements and benefits that support your well-being, ensuring that you can thrive both personally and professionally.

… but that's enough about us, let talk about you!

Henley & Partners is growing and we are seeking to engage a Service Desk Analyst. The selected candidate will provide first line support to the users across Henley & Partners Group.

Responsibilities

• Responsible for answering users' calls, emails and tickets.
• Provide technical support and troubleshooting using the company guidelines, procedures and methodology.
• Accept, manage and update events, incidents and service requests to ensure Service Level Agreements are met, managing the Service Desk queue efficiently.
• Take ownership and responsibility of issues from start through to a successful resolution.
• Ensure the escalation of events, incidents and service requests, as well as service disruption to other teams or third-party contractors as and when necessary and facilitate any issues to the point of resolution.
• Assist in deployments and testing, providing meaningful feedback and physical intervention as and when necessary.

Qualifications and Skills

• Minimum 1 year experience working in a similar role with broad exposure to various troubleshooting scenarios.
• Experience or qualification in desktop PCs hardware troubleshooting.
• Experience or basic knowledge of Microsoft Windows both server and desktop.
• Working experience with ticketing and knowledge base systems.
• Self-motivated, ability to work unsupervised as well as being able to work as part of a team in a fast paced environment.
• Exceptional communication skills to engage with H&P users - full English proficiency is required.
• Knowledge and experience in ticket escalation and ticketing systems.
• Must be willing to work on On-call rotation and shifts.
• Knowledge on how to determine the correct level of urgency and impact for each incident or request.

Join our team and be part of an organization that values innovation, fosters collaboration, and believes in the potential of its employees. We offer competitive compensation, comprehensive benefits, and a dynamic work environment that encourages growth and personal development.

We value your privacy and are committed to protecting your personal information. By applying to this vacancy, you confirm that you have read, understood, and agree to abide by our privacy policies. For more details about our Privacy Policy please visit: https://www.henleyglobal.com/privacy-policy

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