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IT Service Desk Analyst

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Partners Group

2mo ago

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

AI generated summary

  • You must have a relevant degree, 4+ years in Service Desk, Windows 10 expertise, remote support skills, strong communication, problem-solving ability, customer service focus, and a commitment to confidentiality.
  • You will manage tickets, provide top-notch IT support, ensure smooth onboarding, troubleshoot connectivity issues, assist with meetings, and collaborate on security practices and team knowledge sharing.

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 role of an IT Service Desk Analyst?

The primary role of an IT Service Desk Analyst is to act as the point of guidance, direction, and escalation for the team and our employees and external collaborators worldwide, providing best-in-class customer service and IT support.

What are the main responsibilities of this position?

The main responsibilities include ticket management via ServiceNow, providing support through various channels, ensuring a smooth IT onboarding for new hires, on-site support for staff, troubleshooting connectivity issues, and collaborating on IT security practices.

What qualifications are required for the IT Service Desk Analyst position?

A candidate should have 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 experience in the financial industry preferred?

Yes, experience within the financial industry and/or within a global team is considered a plus.

What are the work schedule requirements for this role?

The role requires working on a shifting schedule (APAC/EMEA coverage) from Monday to Friday.

Is this position fully on-site?

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

What technical skills are preferred for this job?

Candidates should have excellent knowledge of Windows 10 and experience with Active Directory, Azure, Intune, O365/OneDrive, ServiceNow, and SCCM.

What kind of support will the IT Service Desk Analyst provide for events and meetings?

The analyst will support internal and external events and meetings with AV setup, video conferencing, and live streaming technologies.

How important is customer service in this role?

A strong commitment to customer service is crucial, as building and maintaining relationships with stakeholders at all levels of the company is a key expectation.

Is there a focus on professional development and growth opportunities in this position?

Yes, the company offers a professional working environment, on-the-job training, mentorship opportunities, and education assistance programs for personal and professional growth.

Are there any long-term benefits like sabbaticals offered?

Yes, the company offers a one-month sabbatical after every five years of service.

How can a candidate verify they are interacting with a genuine recruiter from Partners Group?

Candidates can verify trainers by checking their LinkedIn profiles for a verified sign, and if they suspect fraud, they should contact hr@partnersgroup.com immediately.

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Partners Group

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.

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