Service Desk Professional - Makati Company DescriptionFounded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 170 clients in 35 countries. We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and wealth managers, investment managers, as well as retail and neo banks. Our research led approach and continual innovation is powered by the passion and creativity of our colleagues.We are always looking for talented people to join us on our mission to orchestrate the financial ecosystem and democratize access to wealth management. Avaloq offers the opportunity to work closely with some of the world's leading financial institutions as we jointly develop and shape careers. Championing a collaborative, supportive and flexible work environment empowers our colleagues to reach their full potential. Job DescriptionAs a member of our Business SaaS Service Desk team, you are responsible for the end to end management of Avaloq clients. The team is the single point of contact for all clients asking for SaaS support, it manages the incoming calls, tickets and e-mails. All the issues are tracked through the ticketing tool and notified to clients.The Service Desk also manages the service malfunction/interruption communications and support the service-related report activities.Your key tasksFirst level Help Desk support: provide a single point of contact for both, internal and external Avaloq clientsMake an efficient initial assessment of customers` requests: either resolve or assign them to the 2nd level support accordinglyRecord and track incidents and complaints keeping clients informed on their requests' status and progressManage clients requests' life-cycle including closure and verificationProduce and update statistics and reports to both, clients and Avaloq management QualificationsWhat you need University degree (Bachelor, Master or PhD) in Computer Science/Engineering or similarFluent English both written and spoken is a must. At least 1-2 years of work experience as Service Desk Agent or similar Ability to work successfully both in a team and independently Strong communication and negotiation skills and proven client and result orientationFlexibility and availability to work on shifts (European time) Additional InformationWe realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices. In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self. We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way. Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations. #LI-Hybrid