Wealth and Banking Service Helpdesk Analyst

Stafflink Express; Quezon City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Stafflink Express in the Philippines seeks an Wealth & Banking Service Helpdesk Analyst to monitor and manage technical support requests for Capital Markets Operations. You will diagnose issues across devices, OS, networks, and applications, providing remote guidance to end users and maintaining clear ServiceNow records.

You will collaborate across teams, document new applications and procedures, and participate in project meetings to mitigate risks and dependencies while mentoring peers on

Qualifications

• 2 to 3 years of relevant experience in enterprise technical support.
• Experience with ServiceNow ticketing is advantageous and helpful for case management.
• Willingness to participate in ongoing training to stay current with technologies and support practices.

Responsibilities

• Monitor the ServiceNow queue for incidents, requests, and tasks; triage and prioritize work.
• Diagnose and resolve complex technical issues across enterprise devices and software.
• Provide remote troubleshooting guidance and clear, step-by-step instructions to end users.
• Create, update, and route incidents in ServiceNow per documented processes.
• Collaborate with project teams to document new applications and support playbooks.
• Attend project meetings to provide technical input and assess risks and dependencies.
• Work with internal teams to resolve advanced issues and drive timely outcomes.
• Mentor teammates and serve as escalation point for complex problems.
• Act as SME for specialized technologies and support initiatives.
• Document issues, steps, and resolutions in ServiceNow for knowledge transfer

Skills

End-user support

Remote troubleshooting

Technical troubleshooting

Ticketing guidance

Tools

ServiceNow

Wealth Brokerage applications

Job description

About the role

Wealth & Banking Service Helpdesk Analyst supporting Capital Markets Operations. This role involves monitoring and managing technical support requests, diagnosing and resolving complex technical issues, and providing guidance to end users across enterprise systems.

Key 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

About you

• 2 to 3 years of relevant experience

• Enterprise technical support experience

• Good to have experience in ServiceNow ticketing system and Wealth Brokerage applications

• Participate in ongoing training to remain current on new technologies, tools, and support practices