Service Desk Analyst

Group Overview
The TP ICAP Group is a world leading provider of market infrastructure.

Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions.

Through our people and technology, we connect clients to superior liquidity and data solutions.

The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker in the world, the world's leading provider of OTC data, and an award winning all-to-all trading platform.

The Group operates from more than 60 offices in 27 countries. We are 5,300 people strong. We work as one to achieve our vision of being the world's most trusted, innovative, liquidity and data solutions specialist.

Role Overview
The primary responsibility of a Service Desk Analyst is to be the primary point of contact for internal users needing technical support, responsible for accurate ticket logging, troubleshooting, and resolving issues related to hardware, software, and networks etc. Key duties include acting as a liaison between users and IT, managing a ticketing system, providing first-line support through phone, live chat or email, escalating complex problems to higher-level support, and contributing to the knowledge base.

Role Responsibilities

• Provide appropriate technical support to resolve IT related Incidents and Service Requests on first contact where appropriate.
• Work as part of a team to log and update all IT Service Desk Incidents and Requests in the Service Now IT Service Management portal.
• Provide accurate answers that can be understood by Business users. Ensure that Incidents and Service Requests have been dealt with to the Business users satisfaction
• Work with suppliers and internal IT departments to provide Business users with status updates as defined in the Service Level Agreement (SLA).
• Have knowledge and understanding of the contents of the SLA and the Service Desks processes and procedures. Document, maintain, use and share appropriate product and services knowledge and learn about new products and services as required.
• Maintain and contribute to the Service Desk Knowledge Base
• Have a clear understanding of the escalation and Major Incident processes. Actively work with appropriate teams to pre-empt service issues and minimise the impact of service issues to Business users.
• Be aware of the IT organisations strategic aims, policies, processes and procedures so that the users receive consistent messages.
• To keep up-to-date with developments within the organisation that may have an impact on the user experience.
• Be aware of the Major Incident Management process.
• Be aware of generative AI and automation tooling and how these could be used constructively within the Service Desk.

Experience / Competences

Essential

• University degree or Diploma in the field of Computer Science and /or solid experience in a Service Desk / Help Desk role.
• Experience in a Customer Services environment, preferably within Investment Banking organisation
• Good experience of using best practice IT Service Management tools to log and manage user calls and provide first time resolution where practical. Experience of Service Now is preferred.

Desired

• Professional Qualifications: ITIL v3/v4 foundation, Service Desk Institute SDA or equivalent ITSM qualification.

Special Job Requirements:

• Shift rota basis
• Occasional public holiday working requirement

Not The Perfect Fit?
Concerned that you may not meet the criteria precisely? At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background. If you are enthusiastic about this role but find that your experience doesn't align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organisation. Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution. Don't hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us.

Company Statement
We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement.

Location
Philippines - A.T. Yuchengco Centre - Taguig City