IT Service Specialist

SimCorp View all jobs

  • Manila City, Metro Manila
  • Permanent
  • Full-time
  • 9 days ago
WHAT MAKES US, USJoin some of the most innovative thinkers in FinTech as we lead the evolution of financial technology. If you are an innovative, curious, collaborative person who embraces challenges and wants to grow, learn, and pursue outcomes with our prestigious financial clients, say hello to SimCorp!At its foundation, SimCorp is guided by our values — caring, customer success-driven, collaborative, curious, and courageous. Our people-centered organization focuses on skills development, relationship building, and client success. We take pride in cultivating an environment where all team members can grow, feel heard, valued, and empowered.If you like what we’re saying, keep reading!WHY THIS ROLE IS IMPORTANT TO USThe IT Service Specialist is the first point of contact for all IT-related inquiries and issues reported via phone and ticketing system, providing remote support to employees. The role focuses on resolving issues related to hardware, software, and network, managing IT requests, and delivering high-quality assistance to ensure efficient everyday operations. The IT Service Specialist plays a critical role in maintaining and improving the efficiency of IT services. Your goal will be to deliver high-quality service, ensuring users can continue their work with minimal disruption.WHAT YOU WILL BE RESPONSIBLE FOR
  • 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, and the ticketing system. Diagnosing and resolving hardware, access, software, and network issues.
  • Escalate complex problems to 2nd line teams or specialists when necessary.
  • Record, track, and manage all incidents and requests using the ITSM system.
  • Prioritize and resolve tickets in a timely manner.
  • Guide employees on IT policies, tools, and best practices to ensure a secure and efficient IT environment.
  • Assist with account creation, password resets, and access permissions in accordance with security protocols.
  • Maintain and update the Service Desk knowledge base with accurate troubleshooting guides and FAQs.
  • Contribute to creating self-service resources for end users.
  • Work closely with other IT teams to coordinate and resolve complex issues.
  • Communicate effectively and professionally with non-technical users to explain technical concepts and solutions
  • Provide feedback to IT management regarding recurring issues and potential improvements.
  • Follow ITIL processes to ensure service delivery meets company standards.
  • Contribute to continuous improvement initiatives within the IT Service Desk.
WHAT WE VALUEMost importantly, you can see yourself contributing and thriving in the position described above. How you gained the skills needed for doing that is less important. We expect you to be good at several of the following and be able to, and interested in, learning the rest:
  • 4+ years of experience in an IT Service Desk or similar technical support role, providing support across cultures and time zones.
  • Familiarity with ITSM tools such as JIRA (preferred), ServiceNow, and 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.
  • Proficient understanding of Windows OS and basic networking.
  • Proficient problem-solving skills and the ability to diagnose and resolve both hardware and software issues remotely.
  • Goal-oriented, with the ability to work independently and collaboratively in a team environment.
  • Clear and effective communication skills, both verbal and written, and a customer-focused attitude.
  • Commitment to a professional work ethic, including respectful workplace interactions.
  • Knowledge of the ITIL framework.
Other Requirement:
  • Able to work on shifting schedules (APAC, EMEA, AMERICA).
  • Able to work onsite 2x a week
BENEFITS:An attractive salary, a bonus scheme, and a pension are essential for any work agreement. However, in SimCorp, we believe we can offer more. Therefore, in addition to the traditional benefit scheme, we provide a good work-life balance: flexible working hours and a hybrid workplace model. Simcorp follows a global hybrid policy, asking employees to work from the office two days each week while allowing remote work on other days.NEXT STEP:Please send us your application in English via our career site as soon as possible, we process incoming applications continually. Please note that only applications sent through our system will be processed. At SimCorp, we recognize that bias can unintentionally occur in the recruitment process. To uphold fairness and equal opportunities for all applicants, we kindly ask you to exclude personal data such as photo, age, or any non-professional information from your application. Thank you for aiding us in our endeavor to mitigate biases in our recruitment process.For any questions, you are welcome to contact Katkat Calimag-Rupera, Senior Talent Acquisition Partner, at email katkat.rupera@simcorp.com. If you are interested in being a part of SimCorp but are not sure this role is suitable, submit your CV anyway. SimCorp is on an exciting growth journey, and our Talent Acquisition Team is ready to assist you in discovering the right role for you. The approximate time to consider your CV is three weeks.We are eager to continually improve our talent acquisition process and make everyone’s experience positive and valuable. Therefore, during the process we will ask you to provide your feedback, which is highly appreciated.WHO WE ARE:For over 50 years, we have worked closely with investment and asset managers to become the world’s leading provider of integrated investment management solutions. We are 3,000+ colleagues with a broad range of nationalities, educations, professional experiences, ages, and backgrounds in general.SimCorp is an independent subsidiary of the Deutsche Börse Group. Following the recent merger with Axioma, we leverage the combined strength of our brands to provide an industry-leading, full, front-to-back offering for our clients.SimCorp is an equal opportunity employer and welcomes applicants from all backgrounds, without regard to race, gender, age, disability, or any other protected status under applicable law. We are committed to building a culture where diverse perspectives and expertise are integrated into our everyday work. We believe in the continual growth and development of our employees, so that we can provide best-in-class solutions to our clients.**SimCorp Manila proudly announces that its Manila Delivery Center has been officially certified as a Great Place To Work for the second consecutive year – Apr25-Apr26 This certification underscores SimCorp's effort to cultivating a workplace that is not only inclusive and collaborative but also committed to the personal and professional growth of its employees**We are also honored to have been voted as a WealthTech100 company for three consecutive years. The new WealthTech100 list aims to highlight tech innovation leaders in the investment management industry.**#LI-Hybrid

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