IT Service Center Analyst

Lets be #BrilliantTogether

Overview

We are seeking an IT Service Center professional to join ISS STOXX global customer support organization providing first-level IT support from Manila to offices across the US EMEA and APAC. This role delivers high-quality services grounded in collaboration best practices efficiency and responsiveness to business needs.

The ideal candidate is a people-oriented communicator and problem solver who can independently assess and resolve technical issues while delivering excellent customer service.

Responsibilities

• Act as the primary Face of IT delivering a positive customer support experience
• Provide Tier 1 global IT support across multiple regions and time zones
• Respond to user requests and incidents within defined SLAs using an ITSM tool
• Troubleshoot basic desktop network software printing and mobile device issues
• Install update and patch software on laptops and desktops
• Support Office 365 SharePoint Exchange Online MDM and mobile platforms
• Independently research diagnose and resolve incidents and service requests
• Maintain clear and ongoing communication with users regarding ticket status
• Coordinate with vendors and 1st/2nd/3rd-level support teams for issue resolution
• Document procedures ensure incident closure quality and support critical incidents
  

Qualifications

• Bachelors degree or equivalent relevant work experience preferred
• Minimum 2 years of experience in a Tier 1 IT Service Desk or support role
• Experience supporting Microsoft O365 Windows and Office applications
• Hands-on experience with IT ticketing systems (e.g. ServiceNow Jira Remedy)
• Working knowledge of ITIL-based service desk operations
• Familiarity with Active Directory user and access management
• Experience supporting desktop laptop and mobile hardware and operating systems
• Ability to work flexible shifts to support multiple global time zones
• Strong customer service communication and incident ownership skills
• Excellent problem-solving multitasking and analytical abilities

Work Location & Schedule

• Willingness to work on a monthly rotating shift schedule (8:00 AM5:00 PM / 12:00 PM9:00 PM / 10:00 PM7:00 AM)
• Hybrid work arrangement with a minimum of three (3) onsite working days per week
• Office location: 15th Floor Ayala North Exchange Tower 1 Ayala Avenue Makati City

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What You Can Expect from Us

At ISS STOXX our people are our driving force. We are committed to building a culture that values diverse skills perspectives and experiences. We hire the best talent in our industry and empower them with the resources support and opportunities to growprofessionally and personally.

Together we foster an environment that fuels creativity drives innovation and shapes our future success.

Lets empower collaborate and inspire.

Lets be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985 we offer top-notch benchmark and custom indices globally helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance sustainability cyber risk and fund intelligence. Majority-owned by Deutsche Börse Group ISS STOXX has over 3400 professionals in 33 locations worldwide serving around 6400 clients including institutional investors and companies focused on ESG cyber and governance risk. Clients trust our expertise to make informed decisions for their stakeholders benefit.

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Institutional Shareholder Services (ISS) is committed to fostering cultivating and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race color ethnicity creed religion sex age height weight citizenship status national origin social origin sexual orientation gender identity or gender expression pregnancy status marital status familial status mental or physical disability veteran status military service or status genetic information or any other characteristic protected by law (referred to as protected status). All activities including but not limited to recruiting and hiring recruitment advertising promotions performance appraisals training job assignments compensation demotions transfers terminations (including layoffs) benefits and other terms conditions and privileges of employment are and will be administered on a non-discriminatory basis consistent with all applicable federal state and local requirements.