IT Service Center Analyst

Let’s be #BrilliantTogether Overview We are seeking an IT Service Center professional to join ISS STOXX’ global customer support organization, providing first-level IT support from Manila to offices across the US, EMEA, and APAC. This role delivers high-quality services grounded in collaboration, best practices, efficiency, and responsiveness to business needs. The ideal candidate is a people-oriented communicator and problem solver who can independently assess and resolve technical issues while delivering excellent customer service. Responsibilities Act as the primary “Face of IT,” delivering a positive customer support experience Provide Tier 1 global IT support across multiple regions and time zones Respond to user requests and incidents within defined SLAs using an ITSM tool Troubleshoot basic desktop, network, software, printing, and mobile device issues Install, update, and patch software on laptops and desktops Support Office 365, SharePoint, Exchange Online, MDM, and mobile platforms Independently research, diagnose, and resolve incidents and service requests Maintain clear and ongoing communication with users regarding ticket status Coordinate with vendors and 1st/2nd/3rd-level support teams for issue resolution Document procedures, ensure incident closure quality, and support critical incidents Qualifications Bachelor’s degree or equivalent relevant work experience preferred Minimum 2 years of experience in a Tier 1 IT Service Desk or support role Experience supporting Microsoft O365, Windows, and Office applications Hands-on experience with IT ticketing systems (e.g., ServiceNow, Jira, Remedy) Working knowledge of ITIL-based service desk operations Familiarity with Active Directory user and access management Experience supporting desktop, laptop, and mobile hardware and operating systems Ability to work flexible shifts to support multiple global time zones Strong customer service, communication, and incident ownership skills Excellent problem-solving, multitasking, and analytical abilities Work Location & Schedule Willingness to work on a monthly rotating shift schedule (8:00 AM–5:00 PM / 12:00 PM–9:00 PM / 10:00 PM–7:00 AM) Hybrid work arrangement, with a minimum of three (3) onsite working days per week Office location: 15th Floor, Ayala North Exchange Tower 1, Ayala Avenue, Makati City #LI-EA01 #LI-HYBRID #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. Let's empower, collaborate, and inspire one another. Let's be #BrilliantTogether! ISS STOXX GmbH, through its group companies, is a leading provider of comprehensive and data-centric research and technology solutions that help capital market participants identify investment opportunities, detect qualitative and quantitative portfolio company risks, and meet evolving regulatory requirements. With roots dating back to 1985, we today deliver world-class benchmark and custom indices across asset classes and geographies and serve as a premier source of independent corporate governance, sustainability, cyber risk, and fund intelligence research, data, and related offerings. Our products and services give clients the scale and leverage they need to grow their business more effectively and efficiently. ISS STOXX, which is majority owned by Deutsche Börse Group, is comprised of more than 3,400 professionals operating across 33 global locations in 19 countries. Its approximately 6,400 clients include many of the world’s leading institutional investors who turn to ISS STOXX for its objective and varied offerings, as well as companies focused on ESG, cyber, and governance risk mitigation as a shareholder value enhancing measure. Clients rely on ISS STOXX’s expertise to help them make informed decisions to benefit their stakeholders.