IT Service Center Senior Associate

Lets be #BrilliantTogether

Overview:

Responsibilities:

• Act as theprimary point of contact and Face of IT delivering exceptional customer support to employees across global locations.

• ProvideTier 1 IT supportfor incidents and service requests through phone chat tickets remote support and in-person assistance.

• Troubleshoot and resolve issues related toMicrosoft 365 Windows Teams SharePoint Exchange Online mobile devices networking and printing.

• Manage and prioritize tickets within agreedSLAs ensuring timely resolution and customer communication.

• Supportmajor incidents stakeholder communications escalation management and coordination with other IT teams.

• Own and maintain theKnowledge Base service documentation and self-help resources such as TechKnows.

• Assist inqueue management ticket distribution reporting and mentoring junior team members.

• Drive continuous improvement by analysing trends producing operational metrics and recommending service enhancements.

• Collaborate closely with global IT teams and business stakeholders to ensure effective service delivery.

• Demonstrate strong problem-solving communication and customer service skills while working independently in a fast-paced global support environment.

Qualification:

• Bachelors degree in IT or any related field or equivalent professional experience

• 35 years of Tier 1/2 IT Support experience in a fast-paced environment.

• 5 years of customer-facing experience with strong written verbal and phone communication skills; fluent English required.

• 2 years of experience supporting Microsoft 365 products including Windows 10/11 Office 365 and Teams.

• Experience using IT ticketing systems (e.g. ServiceNow Jira Remedy) and familiarity with ITIL-based Service Desk operations.

• Excellent problem-solving critical thinking and incident resolution abilities.

• Ability to learn quickly take initiative and prioritize tasks effectively.

• Experience with Active Directory desktop/laptop hardware (Dell Lenovo HP Apple) and mobile device support (iOS/Android).

• Familiarity with Service Desk operations and ITIL practices.

• Flexible to support users across multiple time zones and provide end-to-end ticket ownership.

Work Location & Schedule

• Amenable in working at Makati City on a day (9am-6pm) and/or night (10pm-7am) shift schedule.

• Hybrid Work Arrangement (3 days work onsite & 2 days work from home per week): Benefit from the flexibility of a hybrid working model combining the best of both remote and in-office work.

#LI-MP1

#MIDSENIOR

#IT

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.