Senior IT Service Desk Analyst

Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 160 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.

We are looking for a committed and competent IT Service Desk Agent to become the new member of our Global IT Service Desk team in Manila. We are looking for a professional, responsible and self-reliant individual to help our Global IT Service Desk team in Avaloq which requires close collaboration with all IT team members and users worldwide.



Your key tasks 

• Serve as the first point of contact for end users seeking technical assistance over the phone, email, and tickets
• Fixing the problems identified by users
• Capture and conduct progressive incident analysis and remediation of incidents
• Support end users via tickets, phone, email, and remote access
• Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders
• Documentation of systems, procedures and processes
• Processing IT service requests and managing the request fulfillment process 
• Provide accurate information on IT products or services

• 5 years of work experience as an IT Service Desk Analyst or comparable role
• Experience in providing 1st level support
• Experience with various Microsoft Windows client and server operating systems
• Experience with Microsoft 365 products (Office365, SharePoint, Teams, Exchange Online, etc.)
• Experience in Active Directory administration as IT service desk
• Good understanding of computer systems, mobile devices and other tech products
• Highly proficient in managing ticket SLAs
• Working experience in a global context is a plus
• Knowledge of ITIL Incident Management best practices

It would be a real bonus if you have 

• Highly proficient in spoken and written English
• High level of initiative
• Joy of learning 
• Structured and goal-oriented way of working
• Strong organizational skills and process-oriented thinking
• Service-oriented team player/Service oriented mentality
• Exceptional analytical and problem-solving skills
• Advanced collaboration, communication, and interpersonal skills
• Excellent organizational and time management skills

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 (4x a week onsite work)