Wealth & Banking Service Helpdesk Analyst

Accenture; Taguig; On-site; PHP 360,000 - 480,000; Full time

Job summary

Accenture's Wealth Concierge Service Desk in Taguig is seeking an experienced help desk professional to own incidents, triage requests, and resolve complex issues across banking and wealth applications. You will guide users remotely, document steps, and ensure timely resolutions.

The role is onsite at Uptown Bonifacio Tower 3 with a night shift and weekends off, offering ongoing learning and a path to technical SME responsibilities within the team.

Qualifications

• At least 2 years of help desk experience in digital banking/wealth management.
• Experience with ServiceNow is a plus.
• Strong remote guidance and triage skills.

Responsibilities

• Own ServiceNow queue; triage, prioritize, and route incidents and requests.
• Diagnose and fix issues across devices, OS, network, and apps.
• Guide users through solutions remotely with clear steps.
• Document tickets with notes, actions, and resolutions.
• Collaborate with Project Analyst to document apps and playbooks.
• Join meetings to provide technical input and flag risks.
• Escalate complex issues to internal technical teams for closure.
• Mentor teammates and act as escalation point for advanced tech.
• Learn continuously about new tools and support practices.

Skills

Help desk

Digital banking

Tools

ServiceNow

Job description

Love solving technical problems people can't crack on their own? Join Accenture's Wealth Concierge Service Desk and become the go-to expert for the technology that keeps wealth and banking teams running. You'll work onsite in BGC on a night shift with weekends off — and grow into the technical SME your team leans on.

Note: Only applicants who already have the right to live and work in the Philippines are eligible.

What you'll do

• Own your ServiceNow queue — monitor incoming incidents, requests, and tasks, then triage and prioritize based on service desk requirements.

• Diagnose and fix complex issues across enterprise mobile devices, laptops, desktops, printers, operating systems, network connectivity, and business applications.

• Walk users through solutions remotely with clear, step-by-step guidance.

• Create, update, and route tickets in ServiceNow following documented processes, with complete notes on issues, steps taken, and resolutions.

• Team up with the Project Analyst to document new applications, procedures, and support playbooks.

• Join project meetings to give technical input, advise on implementation approaches, and flag risks and dependencies.

• Partner with internal technical teams to drive advanced issues to closure.

• Mentor teammates and serve as escalation point for complex technical issues — coaching on troubleshooting and customer communication.

• Act as subject matter expert for specialized technologies and support initiatives.

• Keep learning — ongoing training on new tools, technologies, and support practices.

What you’ll need

• At least 2 years of relevant experience in help desk specific to digital banking/wealth management.

• Nice to have: hands-on experience with the ServiceNow ticketing system and wealth or brokerage applications.

The setup

• Shift: Night shift.

• Rest days: Weekends off.

• Work setup: Return to Office.

• Site: Taguig – Uptown Bonifacio Tower 3

Why Accenture:

Accenture is a leading global professional services company helping the world's leading businesses, governments, and organizations build their digital core and optimize operations — with approximately 791,000 people serving clients in more than 120 countries.