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IT Service Associate

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Simcorp

Dec 13, 2024

  • Job
    Full-time
    Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Manila
  • Quick Apply

AI generated summary

  • You need 5+ years in IT support, ITSM tool familiarity, Microsoft tech knowledge, strong troubleshooting skills, teamwork ability, clear communication, ITIL understanding, and adaptable to shifts.
  • You will provide technical support, manage user accounts, troubleshoot issues, train new employees, document incidents, escalate problems, and follow ITIL processes for service delivery.

Requirements

  • 5+ years of experience in an IT Service Desk or similar technical support role, providing support across cultures and timezones.
  • Familiarity with ITSM tools such as JIRA, ServiceNow, Remedy.
  • Has working knowledge and understanding of Microsoft Technology (O365, MS Teams, OneDrive, etc), User Account Management, Virtual Machines, VPNs, Azure, Security Rights, Shared Folder, remote access technologies, network infrastructure and internal business applications.
  • A solid grasp of Windows OS and basic networking.
  • Very good troubleshooting skills and the ability to diagnose and resolve both hardware and software issues remotely.
  • Ability to work well in a team environment.
  • Clear and effective communication skills, both verbal and written.
  • Knowledge of ITIL framework.
  • Amenable to work in shifting schedule (APAC, EMEA, NA)

Responsibilities

  • Provide advanced and positive technical support experience through handling concerns in a highly professional manner, acting as the first point of contact for IT support via phone, email, and ticketing system.
  • Assist with user account management, including password resets, access requests, and software installations.
  • Troubleshoot and resolve hardware, software, and network-related issues.
  • IT Training of new employees and general IT information to users.
  • Assist in onboarding new employees by setting up accounts and permissions.
  • Collaborate with internal IT teams to address and escalate more complex issues.
  • Maintain detailed and accurate documentation of incidents and requests, and update knowledge base articles.
  • Identify and escalate recurring issues.
  • Follow ITIL processes to ensure service delivery meets company standards.
  • Contribute to continuous improvement initiatives within the IT Service Desk.

FAQs

What qualifications are required for the IT Service Associate position?

The position requires 5+ years of experience in an IT Service Desk or similar technical support role, familiarity with ITSM tools, and a solid understanding of Microsoft technology and basic networking.

What is the main responsibility of the IT Service Associate?

The main responsibility is to provide advanced technical support, acting as the first point of contact for IT issues and ensuring users can continue their work with minimal disruption.

Is previous experience with ITIL processes necessary?

Yes, knowledge of the ITIL framework is valued for this role.

What are the working hours for this position?

The IT Service Associate will primarily work during EMEA hours.

Are there opportunities for professional development offered at SimCorp?

Yes, SimCorp offers an individual approach to professional development with numerous learning and development opportunities.

What type of issues will I be troubleshooting in this role?

You will be troubleshooting and resolving hardware, software, and network-related issues.

Does SimCorp have a diverse workplace?

Yes, SimCorp promotes a diverse, equitable, and inclusive environment, integrating various perspectives and skills into everyday work.

How do I apply for the IT Service Associate position?

To apply, please click the “Apply” button and submit your CV in English through the provided application system.

What benefits does SimCorp offer beyond salary and pension?

In addition to salary and pension, SimCorp provides a good work-life balance and tailored opportunities for professional development.

Are applications evaluated continuously?

Yes, applications are continuously assessed, so it is encouraged to send your CV as soon as possible.

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Simcorp

Industry-leading, integrated investment management solutions.

Consulting
Industry
1001-5000
Employees
1971
Founded Year

Mission & Purpose

Founded in 1971, SimCorp has many years of experience in developing state-of-the-art software for top-tier investment managers. We are an independent, publicly traded entity headquartered in Copenhagen, Denmark, listed on NASDAQ Copenhagen. Our core product, SimCorp Dimension®, has evolved over decades to become a world class, front-to-back investment management solution. That evolution continues today. Each year, we invest around 20% of our revenue into R&D to ensure SimCorp Dimension and our other products meet your needs in a changing marketplace. Our clients include 300+ of the world’s leading asset managers, fund managers, asset servicers, pension and insurance funds, wealth managers, central banks, sovereign wealth funds, and treasury. We have 20+ offices around the world, and more than 1,800 employees with the reach and expertise to ensure global client coverage.