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Avaloq Logo Avaloq · IT - Administration

L1 Application Support

Philippines, Makati City · Job Posted January 20, 2026
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Job Description

The L1 Application Support (Service Desk) 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.

Job Responsibility

  • 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

Requirements

  • 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

Nice to have

  • Experience working within a matrix-style structure
  • Experience with Avaloq Banking System
  • Avaloq Banking Suite Foundation
  • ITIL certification

What we offer

  • Annual bonus
  • Flexible working
  • Instant recognition
  • Access to Udemy for professional and personal learning
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