About Us

At ANZ, we're applying new ways technology and data can be harnessed as we work towards a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

Global Technology Service Desk is a customer focused and fast paced first level Service Desk providing Technical support and applying Break Fix within a specific time.  Support is provided in the areas of password resets, network administration and technical diagnosis and restoration of service for PC/LAN users. Good customer service ethics is part of this job, putting customers first and delivering operations service that continuously exceeds the customer's expectations. The individual has to deliver positive customer experience within agreed timeframes i.e. Service Level Agreements (SLAs).

The End User Service Desk Analyst will support all ANZ employees & sub-contractor (as applicable) when and where they require it as a first point of contact and reach out to the second level support team for resolution to provide excellent service experience.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type: Permanent, Full-time
Role Location: MDC 100, Eastwood, Quezon City 
Work Hours: Must be willing to work on shifting schedules

What will your day look like?

As a Service Desk Analyst, you will also be responsible for the following:

• Answer end-user call/email/chat or self-service inquiry/issues.
• Respond to customers and ensures customer needs are met by liaising with other second level teams with end-to-end ownership of incident resolution
• Provide accurate and up to date information on all enquiries and record the same
• Provide real-time floor support to front-line analyst
• Triage with the resolver team to work on problem fix
• Provide training to New-Hires and conduct refresher training assisting Process Leads/Journey Experts
• Help generate various reports based on Business requirements
• Performing basic Troubleshooting on:
• Wide range of desktop hardware and software (Windows 10, Windows 11, and MAC)
• VDI and Citrix applications
• Microsoft Office Suite including 2016 and MS Office 365
• Microsoft Exchange, Microsoft 365, other emailing apps
• Printers, scanner, and various other peripherals
• Mobile devices iPhone, iPad, Android

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Proven experience as a helpdesk technician preferably in a global support function
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills with strong customer orientation
• Ability to work under pressure and shifts

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So why join us?

ANZ provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manila play a critical role in executing our strategy and deliver what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world.  Our expertise and services make us a bank, and our people, purpose, and culture makes us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong. 

We provide our people with a range of benefits including access to health and wellbeing services.  We also have flexible working options so that our people can 'make work, work for them'.

We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.

To find out more about working at ANZ visit  https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number 84813.

Posting will end on 23 January 2025