Service Desk First Level Support Engineer

Avaloq Philippines Inc.; Philippines; Hybrid; PHP 300,000 - 540,000; Full time

Job summary

Avaloq Philippines Inc. is seeking a Service Desk professional to join our team. You will act as the single point of contact for inquiries, coordinating with operational units to ensure quality and SLA compliance. A client-focused mindset and strong communication skills are essential.

The role includes handling incidents, user management, and documentation, with a focus on cross-functional collaboration and continuous process improvement. Hybrid work is available.

Qualifications

• Experience in the service sector.
• A customer-oriented mindset.
• Proficiency with MS Office 365 (Word, Excel, PowerPoint).
• Fluent German and good English skills.
• Strong communication and quick grasp of new ideas.
• High flexibility and willingness to learn unfamiliar topics.

Responsibilities

• Initial screening and assignment of incoming incidents and service requests.
• Ensure services align with contracts and SLAs.
• User management tasks such as profile creation and maintenance.
• Coordinate major incident processes.
• Process, coordinate and document incoming requests for operational processes.
• Regularly update process documentation.
• Participate in user recertification processes.

Skills

Service sector experience

Customer orientation

MS Office 365

German language

English language

Communication

Adaptability

Tools

MS Office 365

Job description

Company Description

Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 170 clients in 35 countries. We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and wealth managers, investment managers, as well as retail and neo banks. Our research led approach and continual innovation is powered by the passion and creativity of our colleagues.
We are always looking for talented people to join us on our mission to orchestrate the financial ecosystem and democratize access to wealth management. Avaloq offers the opportunity to work closely with some of the world’s leading financial institutions as we jointly develop and shape careers. Championing a collaborative, supportive and flexible work environment empowers our colleagues to reach their full potential.

Job Description

For our customers, the Service Desk is the single point of contact for all inquiries in the operational business. Customer satisfaction is our top priority. We act as an interface between our clients and the operational units of Avaloq. As part of a fast-growing company, flexibility and satisfactory performance are very important. We ensure this as a team together with all our colleagues.

Your key tasks

• Initial screening and assigning of all incoming Incidents and service Requests.
• Ensuring that services are provided in accordance with the contracts and the SLAs
• User management related tasks such as profile creation and maintenance.
• Coordination of the major incident process.
• Processing, coordination and documentation of incoming requests for operational processes
• Constant revision of the process documentation
• Involvement in user recertification processes.

Qualifications

• Experience in the service sector
• A customer-oriented mindset
• A confident handling of MS Office 365 (Word, Excel, PowerPoint)
• Fluent German and good English skills
• Talent for communication and a quick grasp of new ideas
• A high degree of flexibility and the willingness to familiarize yourself with unfamiliar topics

It would be a real bonus if you have

• Previous experience in a similar role / position
• Experience in the service sector
• Experience in the service sector for banks or in IT (management of SLAs and escalations, service boards, etc.)

Additional Information

We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices.

In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self.

We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way.

Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations.

#LI-Hybrid