IT Service Desk Analyst

**What it's about**

As a Service Desk Analyst, you will act as the point of guidance, direction and escalation for the team and our employees and external collaborators worldwide. You will be part of our global IT team within a dynamic and high-performing organization.

Work Arrangement: 100% on-site

Your main responsibilities include:

- Day to day Ticket Management (ServiceNow) providing timely and consistent support, acknowledging, and recording all issues and requests accordingly.
- 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 Azure VDI)
- Support to Office Management with IT setup for desk moves and event spaces when required.

**What we expect**
- Background in Computer Science, Engineering, Information Technology, or equivalent education with at least 3 years of experience in a Service Desk / Technical Support role, experience within the financial industry and/or within a global team is a plus
- Excellent knowledge of Windows 11 and experience in using the following solutions: Active Directory, Azure, Intune, O365 / OneDrive, ServiceNow, SharePoint
- Experience in remote support, corporate video conferencing (MS-Teams, Zoom), AV support and corporate events setup
- Deliver exceptional technical support with a customer-first mindset, resolving issues efficiently for employees at all levels (including executives/VIPs) while safeguarding sensitive data.
- Excel in fast-paced environments by prioritizing tasks, meeting SLAs, and adapting workflows to address urgent business needs.
- Leverage critical thinking and problem-solving skills to diagnose complex IT challenges, minimize downtime, and drive solutions aligned with business goals.
- Bridge technical and non-technical audiences through clear communication, building trust with stakeholders to influence decisions and improve service delivery.
- Champion teamwork and accountability, proactively supporting colleagues and ensuring end-users feel valued through every interaction.

**What we offer**

Partners Group is a global financial institution that retains the culture, pace and agility of a start-up. As a growing firm, we are committed to attracting, developing and retaining the very best talent, by offering a workplace where results are truly recognized and rewarded.

We offer you a fantastic opportunity for you to grow:

- Professional, international working environment
- Challenging, rewarding career within a growing company
- Collaborative environment, with on-the-job training and mentorship opportunities
- 25 vacation days
- One-month sabbatical after every five years of service
- Lunch stipend
- Fun office and team events, including volunteer opportunities to connect with and help our local communities