application Service desk specialistAvaloq

Company Description
Writing the future. Together.
Avaloq is a value driven, fast-paced financial technology and services company and we are committed to developing the banking solutions of tomorrow.
By joining Avaloq, you'll become a key part of our effort to power the digital transformation of the financial services industry. Our ambition is big and bold - to provide full end-to-end digital solutions by combining our leading efficiency with a flexible, responsible digital user experience. Headquartered in Zurich, Avaloq has over 2,000 employees globally. More information is available at .
Writing the future. Together.
Avaloq is a value driven, fast-paced financial technology and services company and we are committed to developing the banking solutions of tomorrow.
By joining Avaloq, you'll become a key part of our effort to power the digital transformation of the financial services industry. Our ambition is big and bold - to provide full end-to-end digital solutions by combining our leading efficiency with a flexible, responsible digital user experience. Headquartered in Zurich, Avaloq has over 2,000 employees globally. More information is available at .
Job Description
Your Team
The Application Service Desk Specialist will be working in the Service Centre APAC team and support key stakeholders with the objective of delivering high-quality and effective client service activities that meet the client needs and requirements.
You will be acting as the single point of contact for all clients asking for IT support (ITO and AMS); manages the incoming calls, tickets and e-mails. All the issues are tracked through the ticketing tool and notified to the client. The Service Desk Agent also manages the service malfunction/interruption communications and service related report activities.
Your mission:
Act as single point of contact for clients, handling calls, tickets and e-mails
Record and track requests, incidents and complaints, keeping clients and stakeholders informed on status and progress
Make an initial assessment of requests and incidents, attempting to resolve them or escalating them to second level support and/or triggering incident management and change management processes when required
Manage the requests life-cycle including closure and verification
Manage service, access and authorization requests
Manage and execute user management tasks and implement functional security on Avaloq core banking system and selected financial critical services
Inform clients and/or management in case of service interruptions or planned maintenance activities
Provide statistics and reports to management and internal/external clients
Support internal/external clients in using the Ticketing Tool
Monitor and escalate procedures relative to the appropriate SLA
Provide management information and recommendations for service improvement
Identify and contribute to problem identification
Qualifications
What you need
Academic degree relevant to Banking, Information Technology or Computer Science
3 to 6 years of functional experience in IT Service Operation
Excellent analytical and problem-solving skills
Strong in communication, able to relate to relevant internal and external stakeholders along with end users
Strong organizational skills, ability to handle multiple assignments simultaneously and effective escalation management skills
Capable of dealing productively with stressful situations
You will get extra points for the following
Experience working within a matrix-style structure
Experience with Avaloq Banking System
Avaloq Banking Suite Foundation
ITIL certification
Additional Information
We offer high flexibility in regard to working models (e.g. part time and home office models are possible depending on business requirements). Our base salaries are competitive and if you prove to be a superstar, you might even be entitled to an extraordinary achievement reward. Avaloq aims to share its success with all its employees by paying out "Success Share Units" depending on its performance in a given year.
At Avaloq we embrace diversity, we embrace difference. We are whole-heartedly committed to equal employment opportunities and we foster an inclusive culture where everyone's' contributions are valued and their voices are listened to. We hire, compensate and promote regardless of origin, age, sexual orientation, gender identity or any other fascinating characteristics that make us different. Please note that our job descriptions are intended to be written in an inclusive and gender neutral language.
Don't be shy - apply!
Please only apply online, preferably with pdf documents.
Note to Agencies: All unsolicited résumés will be considered direct applicants and no referral fee will be acknowledged.
Avaloq

Makati City, Metro Manila
Permanent
Full-time