Wealth & Banking Service Helpdesk Analyst | Capital Markets Ops Analyst

Gratitude Philippines; Quezon City; Hybrid; PHP 420,000 - 660,000; Full time

Job summary

Gratitude Philippines is seeking experienced Wealth & Banking Service Helpdesk Analysts / Capital Markets Operations Analysts with strong enterprise technical support experience. The role involves managing incidents and service requests, troubleshooting enterprise devices and applications, supporting end users, and collaborating with internal technical teams to ensure timely resolution of issues.

You will monitor the ServiceNow queue, diagnose complex issues across devices and networks, provide

Qualifications

• 2–3 years of relevant experience in technical support/helpdesk operations.
• Experience in enterprise technical support.
• Strong troubleshooting and problem-solving skills.
• Good communication and customer service skills.
• Ability to handle incidents, requests, escalations, and technical documentation.
• Willingness to work night shifts with weekends off.
• Candidates must currently be in the Philippines and have the legal right to live and work in the country.

Responsibilities

• Monitor the ServiceNow queue for incidents, requests, and tasks and prioritize them according to support requirements.
• Diagnose and resolve complex technical issues involving devices, OS, printers, network, and apps.
• Provide remote troubleshooting and clear step-by-step technical guidance to end users.
• Create, update, and route incidents and service requests in ServiceNow following documented processes.
• Partner with Project Analysts to document new applications, procedures, and support playbooks.
• Participate in project meetings and provide technical input on implementation approaches, risks, and dependencies.
• Collaborate with internal technical teams to resolve advanced technical issues and drive timely resolutions.
• Act as a mentor and escalation point for complex technical issues.
• Coach team members on troubleshooting techniques and effective customer communication.
• Maintain clear and complete documentation of issues and resolutions in ServiceNow.
• Participate in continuous training to stay updated on technologies and support practices.

Skills

Troubleshooting

Communication

Incident Management

Technical Support

Documentation

Night Shift

Tools

ServiceNow

Wealth Brokerage applications

Job description

Job Title : Wealth & Banking Service Helpdesk Analyst | Capital Markets Ops Analyst

Job Summary

We are looking for experienced Wealth & Banking Service Helpdesk Analysts / Capital Markets Operations Analysts with strong enterprise technical support experience. The role involves managing technical incidents and service requests, troubleshooting enterprise devices and applications, supporting end users, and collaborating with internal technical teams to ensure timely resolution of issues.

Key Responsibilities

• Monitor the ServiceNow queue for newly assigned incidents, requests, and tasks and prioritize them according to support requirements.

• Diagnose and resolve complex technical issues involving:

  • Enterprise-managed mobile devices

  • Laptops and desktops

  • Printers

  • Operating systems

  • Network connectivity

  • Software applications

• Provide remote troubleshooting and clear, step-by-step technical guidance to end users.

• Create, update, and route incidents and service requests in ServiceNow following documented processes.

• Partner with Project Analysts to document new applications, procedures, and support playbooks.

• Participate in project meetings and provide technical input on implementation approaches, risks, and dependencies.

• Collaborate with internal technical teams to resolve advanced technical issues and drive timely resolutions.

• Act as a mentor and escalation point for complex technical issues.

• Coach team members on troubleshooting techniques and effective customer communication.

• Serve as a Subject Matter Expert for specialized technologies and support initiatives.

• Maintain clear and complete documentation of issues, troubleshooting steps, and resolutions in ServiceNow.

• Participate in continuous training to stay updated on technologies, tools, and support practices.

Required Qualifications

• 2–3 years of relevant experience in technical support/helpdesk operations.

• Experience in enterprise technical support.

• Strong troubleshooting and problem-solving skills.

• Good communication and customer service skills.

• Ability to handle incidents, requests, escalations, and technical documentation.

• Willingness to work night shifts with weekends off.

• Candidates must currently be in the Philippines and have the legal right to live and work in the country.

Preferred Skills

• Experience with ServiceNow ticketing system.

• Experience supporting Wealth Brokerage applications.

• Experience in Wealth & Banking or Capital Markets environments.

• Knowledge of enterprise IT support processes and incident management.

• Experience mentoring team members or handling technical escalations.

Recruitment Process

1. Screening with CV Reviewer

2. Validation and further CV screening through Workday, including HRI Toolkit, FCV, and CV

3. Client Review

Pre-Screening Questions

1. How many years of relevant Wealth & Banking Service Helpdesk experience do you have?

2. Do you have enterprise technical support experience?

3. Do you have experience with ServiceNow and Wealth Brokerage applications?

4. What is your last drawn salary?

What is your expected salary?

5. Are you amenable to an onsite/hybrid setup and night shift schedule in Taguig or Cubao, Quezon City?

6. When can you start if selected?