IT Service Center Senior Associate

Let’s be #BrilliantTogether

Overview

The IT Service Center Senior Associate provides first-level IT support to employees across the US, EMEA, and APAC regions. This role requires a customer-focused professional with strong technical, communication, and problem-solving skills who can independently resolve IT issues through phone, chat, ticketing systems, remote support, and in-person interactions while delivering excellent customer service.

Responsibilities

• Act as the primary point of contact and "Face of IT" , delivering exceptional customer support to employees across global locations.
• Provide Tier 1 IT support for incidents and service requests through phone, chat, tickets, remote support, and in-person assistance.
• Troubleshoot and resolve issues related to Microsoft 365, Windows, Teams, SharePoint, Exchange Online, mobile devices, networking, and printing .
• Manage and prioritize tickets within agreed SLAs , ensuring timely resolution and customer communication.
• Support major incidents , stakeholder communications, escalation management, and coordination with other IT teams.
• Own and maintain the Knowledge Base , service documentation, and self-help resources such as TechKnows.
• Assist in queue 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

• Bachelor's degree in IT or any related field, or equivalent professional experience
• 3–5 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 grow—professionally and personally.

Together, we foster an environment that fuels creativity, drives innovation, and shapes our future success.

Let’s empower, collaborate, and inspire.

Let’s 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 3,400 professionals in 33 locations worldwide, serving around 6,400 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.

Visit our website: https://www.issgovernance.com

View additional open roles: https://www.issgovernance.com/join-the-iss-team/

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.