service desk associate

CohnReznick Philippines, Inc.; Manila; On-site; PHP 290,000 - 357,000; Full time

Benefits offered by this job

Generous PTO

Flexible work environment

Parental leave

Learning & development

Volunteer time off

Job summary

CohnReznick Philippines, Inc. is seeking a Service Desk Agent to provide exceptional remote support to our end-user community and join the Global Service Desk. You will be the first point of contact for users and help resolve incidents across MS Office 365, Teams, and other applications.

The role requires flexibility across shifts, strong communication, and a customer-first mindset. A 2- or 4-year technology-focused degree and certifications such as CompTIA A+ or Network+ are preferred.

Qualifications

• 2- or 4-year technology-focused degree or equivalent work experience.
• Strong communication and customer-service orientation.
• Experience supporting Microsoft environment and end-user devices.

Responsibilities

• Provide remote end-user support and troubleshoot incidents.
• Support MS Office 365, Teams, and Firm apps like CaseWare/GoFileRoom.
• Guide users through troubleshooting, VPN/Citrix access, and basic networking issues.
• Maintain accurate ticket notes and escalate to Level 2/3 when needed.

Skills

Customer service

Communication

Troubleshooting

Remote support

MS Office 365

Microsoft Teams

Active Directory

ITIL certification

CompTIA A+

VPN/Citrix

Education

2- or 4-year technology-focused degree

Tools

MS Office 365

Adobe Acrobat DC

Microsoft Teams

CaseWare

GoFileRoom

CCH Axcess

CCH Engagement

Job description

Job Description:

Job Description

As CohnReznick grows, so do our career opportunities. As one of the world’s top professional services firms, and in support of our global workforce strategy, we’re growing our operations in the Philippines through our wholly owned affiliate, CohnReznick Philippines. We create rewarding careers in advisory, assurance, and tax with team members who value innovation and collaboration in everything they do!

We currently have exciting career opportunities for Service Desk Agents to join the Firm’s Service Desk/Call Center. This position provides you with an opportunity to make a significant impact in our firm while advancing your technical skills and knowledge in a dynamic work environment.

CohnReznick is a hybrid firm and most of our professionals are located within a commutable distance to one of our offices. This position is considered hybrid which means team members are expected to be thoughtful and intentional in how they create opportunities for in-person collaboration. While the cadence of in-office presence is determined at the team level, our professionals are encouraged to be in the office/together in person on average 3 days a week.

YOUR TEAM

This individual will be responsible for providing exceptional remote support to CohnReznick’s end user community. The candidate will serve as a Service Desk Technician for CohnReznick's Global Service Desk, reporting to the Service Desk Manager.

The candidate must be flexible, enthusiastic, and be willing to work across any of our various shifts. Candidates will be expected to thrive in their scheduled shift, even if it requires them to work unconventional hours. The candidate’s adaptability will be a key contributor to their success.

Currently we are on the journey of making our Service Desk a global service for our customers. You will be joining our team to help us fill empty shifts in our schedule. As we bring on more agents, shifts may need to change to allow us to provide comprehensive coverage to our users.

WHY COHNREZNICK?

At CohnReznick, we’re united by a common mission to create opportunity, value, and trust for our clients, our people, and our communities. Whether it’s working alongside your peers to solve a client challenge, or volunteering together at the local food bank, there are so many ways to find your “why” at the firm.

We believe it’s important to balance work with everyday life – and make time for enjoyment and fun. We invest in a robust Total Rewards package that includes everything from generous PTO, a flexible work environment, expanded parental leave, extensive learning & development, and even paid time off for employees to volunteer.

YOUR ROLE

You will be expected to deliver exceptional service to our community. You will be the ambassador of the Global Digital & Cybersecurity brand and provide an initial point of contact for our users by being an agent of our Helpdesk.

Responsibilities Include But Not Limited To

• Working collectively within a Team and independently when required
• Managing multiple tasks simultaneously
• Supporting both commonly used business applications (e.g., MS Office 365, Adobe Acrobat DC, Microsoft Teams, etc.) and specialized applications used in the Firm (e.g., CaseWare, GoFileRoom, CCH Axcess, CCH Engagement, etc.)
• Guiding users through troubleshooting and remediating common networking issues like Internet and LAN/WAN connectivity, using remote access clients (VPN, Citrix), etc.
• Communicating effectively and professionally (both verbally and in writing) to all levels of Firm staff
• Proving an excellent customer experience and demonstrating extreme ownership of all work assigned to you
• Guiding users through the troubleshooting and use of computer hardware, peripherals (e.g., Hardware: Printers, Scanners, Peripherals, etc.) and mobile communication devices (both: Android and iOS)
• Maintaining the confidentiality, security and exercise the appropriate level of discretion regarding all firm issues and information.
• Prioritizing tasks and responding to them with a sense of urgency.
• Troubleshooting and resolving incidents associated with technology that range from the simple to the complex
• Working in an effective, consistent manner that delivers high-quality outcomes
• Adhering to all established policies, directives, and best practices

Your Experience

The successful candidate will have:

• A passion for helping people and for delivering positive experiences for their customers
• Effectively communicate (both verbally and in writtenform) with people at all levels of the Firm
• 2 or 4-year degree (technology-focused curricula are preferred) or equivalent work experience
• CompTIA A+, Network+, Microsoft or ITIL certifications strongly preferred.
• Experience with supporting a Microsoft environment
• Experience with Active Directory (e.g., Password Resets)
• Experience with Microsoft Office 365 suite (e.g., Word, Excel, Outlook, PowerPoint, etc.) and Microsoft Teams
• Knowledge of installation and maintenance of Windows 10 and Windows 11 operation systems
• Knowledge of basic Information Technology security concepts. (Antivirus, Spam blockers, Mobile Security – Lookout/MDM/Intune, etc.)
• Knowledge of 2-factor authentication using tools such as Bit locker, Authenticator
• Understanding of Local Area Networking (LAN) and TCP/IP concepts
• Understanding of ServiceNow or similar ITSM tools
• Understanding of the Amazon Connect phone system or similar cloud-based customer contact center services.
• Strong analytical skills and the ability to apply critical thinking and a methodical approach to problem identification and resolution
• The ability to effectively manage support tickets, ensuring accurate notes, timely updates, and resolution. Also correct ticket routing and escalations to Level 2 or Level 3 when required
• Demonstrate integrity at all times (both in and outside the workplace)
• Possess the ability to apply critical thinking and a methodical approach to problem identification and resolution

Universal Job Standards.

Studies have shown that we are less likely to apply to jobs unless we meet every single qualification. At CohnReznick, we are dedicated to building a diverse, equitable, and inclusive workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or one of our other roles.

CohnReznick is an equal opportunity employer, committed to a diverse and inclusive team to drive business results and create a better future every day for our team members, clients, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. For more information, please see Equal Employment Opportunity Posters.

If you are an individual with a disability in need of assistance at any time during our recruitment process, please contact us at [e-mail] Please note: This email address is reserved for individuals with disabilities in need of assistance and are not a means of inquiry about positions or application statuses.

CohnReznick does not accept unsolicited resumes from third-party recruiters unless such recruiters are currently engaged by CohnReznick Talent Acquisition Team by way of a written agreement to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that CohnReznick will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.

Requirements: