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IT Service Desk Analyst

  • Job
    Full-time
    Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Manila

AI generated summary

  • You must have a degree in IT, 4+ years in service desk roles, expertise in Windows 10, AD, O365, and remote support, strong customer service skills, and effective communication.
  • You will manage tickets, provide IT support, onboard new hires, aid with events, troubleshoot network issues, ensure meeting room tech readiness, and collaborate on IT security practices.

Requirements

  • Graduate of a diploma or bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent education with at least 4 years of experience in a Service Desk / Technical Support role, experience within the financial industry and/or within a global team is a plus
  • Must be able to work on shifting schedule (APAC/EMEA coverage) Monday to Friday.
  • Amenable to a full work on-site arrangement
  • Excellent knowledge of Windows 10 and experience in using the following solutions: Active Directory, Azure, Intune, O365 / OneDrive, ServiceNow, SCCM
  • Experience in remote support, corporate video conferencing (Cisco, MS-Teams, Zoom), AV support and corporate events setup
  • A strong commitment to customer service and to build & maintain relationships with stakeholders at all the levels of the company including senior management, executive or VIP level
  • You to work well in a fast-moving environment and keep up with the daily needs of the business through effective time management and prioritization
  • You are a strong critical thinker and problem solver with a passion for delivering results
  • You possess excellent communication skills with the demonstrated capabilities to develop strong relationships and strategically manage and influence senior stakeholders at all levels
  • That you take pride in your work and strive to support your teammates and our users with that work
  • You have a passion for the Information Technology field and helping people
  • That you always maintain confidentiality

Responsibilities

  • Day to day Ticket Management (ServiceNow) providing timely and consistent support, acknowledging, and recording all issues and requests accordingly.
  • Providing best-in-class customer service and desk-side IT support and via remote channels such as chat, phone, email, or remote access tools.
  • Ensuring new hires achieve a perfect start with a structured IT onboarding and a high-touch onboarding experience (desk setup, mobile device enrolment and VPN first steps)
  • On-Site support for employees, VIP guests and PG staff visiting Manila office
  • Providing innovative ideas and value-added solutions in addition to a swift and effective handling of complex issues raised by our employees
  • Collaborate promoting best IT security practices according to our policies and guidelines
  • Proactive checks of meeting rooms to ensure the IT technology is always ready for use
  • Knowledge sharing with colleagues across the company and proactively contributing to team and department meetings
  • Liaising with 3rd party vendors
  • Supporting internal and external events and meetings with AV setup, video-conferencing and live streaming technologies
  • Troubleshooting of connectivity issues for local (Wi-Fi and wired networks) and remote networks (VPN and VM Ware)
  • Support to Office Management with IT setup for desk moves and event spaces when required.

FAQs

What is the primary responsibility of an IT Service Desk Analyst?

The primary responsibility is to act as the point of guidance, direction, and escalation for the team, providing timely support and managing day-to-day ticket management using ServiceNow.

What qualifications are required for this role?

A diploma or bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent education, along with at least 4 years of experience in a Service Desk or Technical Support role, is required. Experience in the financial industry and global team experience is a plus.

What technical skills are needed for this position?

Excellent knowledge of Windows 10 and experience with Active Directory, Azure, Intune, O365/OneDrive, ServiceNow, and SCCM are essential. Experience in remote support and corporate video conferencing solutions like Cisco, MS-Teams, and Zoom is also required.

Is this role an on-site position?

Yes, this position requires a full work on-site arrangement.

What is the work schedule for this role?

The Service Desk Analyst must be able to work on a shifting schedule (APAC/EMEA coverage) from Monday to Friday.

What kind of support will the analyst provide?

The analyst will provide best-in-class customer service and desk-side IT support through various channels, including chat, phone, email, and remote access tools.

Are there opportunities for career growth within the company?

Yes, Partners Group offers challenging and rewarding career opportunities within a growing company, as well as mentorship and on-the-job training.

Does the company provide any employee benefits?

Yes, the company offers professional development opportunities, a one-month sabbatical after every five years of service, an education assistance program, and team events, including volunteer opportunities.

How does the role involve collaboration with other teams?

The analyst will collaborate to promote best IT security practices, liaise with third-party vendors, and share knowledge with colleagues across the company.

What personal attributes are desired for this role?

The ideal candidate should have a strong commitment to customer service, excellent communication skills, the ability to manage relationships with stakeholders at all levels, and a passion for problem-solving and the IT field.

Built differently to build differently

Finance
Industry
1001-5000
Employees
1996
Founded Year

Mission & Purpose

Partners Group is a global private markets investment management firm, specialising in private equity, private debt, real estate, and infrastructure investments. Through its comprehensive approach to investment management, Partners Group seeks to generate attractive returns while mitigating risk for its clients. Committed to excellence, integrity, and long-term value creation, Partners Group is a trusted partner for investors seeking to achieve their financial goals through private markets investments.