Wealth & Banking Tech Support Analyst – Night Shift

Gratitude Philippines

Quezon City

Hybrid

PHP 420,000 - 660,000

Full time

7 days ago

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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.