Service Desk Analyst
hace 2 semanas
TITLE: Service Desk Analyst DEPARTMENT: Network Services - Global Services and Support REPORTING TO: Director, GSOC LOCATION: Madrid, Spain JOB TYPE: Full- Time, Permanent, Hybrid POSITION SUMMARY Our Service professionals are focused on client care and monitor our clients' voice, electronic communications and trading infrastructure throughout the day and night.
Our global service operation (GSOC) located in London, New York, Singapore and Kuala Lumpur operates a seamless and consistent follow the sun support approach, to ensure round the clock availability to our clients.
Our Service professionals strive to go beyond client expectations, building unique relationships with each client.
The GSOCs 24/7 service center is extended by highly skilled technical support personnel located in principle financial centers across the globe, enabling local support in local language for end-to-end service level consistency.
Rotating schedule to allow the Global GSOC to operate 24 x7.
Individual hours to be agreed with GSOC Global Vice President subject to business coverage requirements.
RESPONSIBILITIES Provide first line diagnostics and Tier 1 troubleshooting technical support to IPC clients via various communication channels, including but not limited to: telephone, email or web.
Open Incident, Change Request and Service Request tickets and manage throughout the ticket lifecycle.
Ensure that tickets and clients are updated per defined intervals, as documented within IPC Incident lifecycle procedures.
Log all troubleshooting steps and statistics in the IPC ticketing system.
Dispatch cases to Tier 2 in a timely manner for additional investigation when appropriate.
Escalate incidents to first level escalation following the defined escalation process.
Work with telecommunications and service providers globally to ensure timely fault resolution and escalating within our providers when necessary.
Monitor network performance across a variety of platforms and proactively manage related event notifications.
Liaise closely with Tier 2 and other IPC engineering teams to ensure issues are being addressed with efficiency and speed to meet SLA requirements.
Document new process and procedures as and when required.
Identify areas for improvement and communicate these clearly and professionally to the management team.
Desirable Experience/Skills/Qualifications Client service professional with proven Service Desk experience (minimum 2 years).
Commitment to service excellence with the ability to work in a fast-paced, multi-tasking, team environment.
Cisco qualification (CCNA or better), or other relevant industry standard certification.
Demonstrable experience supporting and troubleshooting a managed extranet service (or similar).
Demonstrable experience of fault isolation and troubleshooting within an MPLS environment.
Varied exposure to Internet technologies and platforms.
Networking fundamentals knowledge LAN/WAN, Routing, Switching etc.
Knowledge of Trading and Compliance Platforms.
Working knowledge of industry standard ticketing tools including: Remedy, Service Now etc.
Working knowledge of industry standard proactive alarm monitoring tools.
Excellent oral and written communications skills in English.
Strong work ethic and an energetic, influential, and diplomatic work style.
Ability to provide shift cover as part of the GSOC team roster and which will include weekends and public holidays.
Bachelor's Degree or equivalent work experience.
Experience in 'translating' technical information into business appropriate language.
Strong technical acumen with ability to learn and be able to provide immediate solutions.
Knowledge of global financial markets and market data products.
Experience in Financial Services network environments with knowledge of trading voice equipment desirable.
Working knowledge of Business Objects or similar reporting tool.
Bi/ Multi-lingual (Asian regional languages preferred).
Spanish preferred.
PLEASE SUBMIT YOUR CV IN ENGLISH.
What's in It for You?
At IPC, your compensation is only part of the package.
We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees.
In addition to a collaborative, high-performing team environment, we're pleased to offer competitive benefits, including: Competitive compensation Additional Time off for Charity Work and Volunteering Tuition Reimbursement Certification Bonus Program Access to "IPC University" our Internal E-Learning Platform Access to LinkedIn Learning Structured Onboarding Training and Peer Mentor Support Wellness Program Employee Referral Scheme Further information about your benefits will be provided during your onboarding process.
Additional Information: At IPC, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together.
We spend around 60% of our time in the office and around 40% of our time working remotely.
Some employees may be required to work from the office or client sites more than 60% of the time, if required by their role and/or client needs.
Your precise work schedule will be determined by you and your Line Manager before commencement of employment with IPC.
IPC's Diversity Statement: "The IPC work culture is one that fosters inclusion, prioritizes diversity and collaborates with our local communities.
Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness.
We encourage all team members to actively support our commitment to join in a celebration of social equality and justice, with a focus on actions that improve our firm and communities" – Kurt Adams, Chief Executive Officer #J-18808-Ljbffr
-
Service Desk Analyst
hace 1 mes
Barcelona, España Adecco A tiempo completoAdecco Granollers precisa incorporar a un Service Desk Analyst para una importante empresa ubicada en Sant Celoni.La vacante es temporal para 3 meses de duración con posibilidad de formar parte del proceso de selección de la vacante.ResponsabilidadesInteractuar con servicios de red, ingeniería de sistemas de software y/o desarrollo de aplicaciones para...
-
Ljv-955 | Service Desk Analyst, Barcelona
hace 1 mes
Barcelona, España The Adecco Group A tiempo completoService Desk Analyst en Barcelona. Adecco Granollers precisa incorporar a un Service Desk Analyst para una importante empresa ubicada en Sant Celoni.La vacante es temporal para 3 meses de duración con posibilidad de formar parte del proceso de selección de la vacante.Responsabilidades Interactuar con servicios de red, ingeniería de sistemas de software...
-
Ljv-955 | Service Desk Analyst, Barcelona
hace 1 mes
Barcelona, España The Adecco Group A tiempo completoService Desk Analyst en Barcelona.Adecco Granollers precisa incorporar a un Service Desk Analyst para una importante empresa ubicada en Sant Celoni.La vacante es temporal para 3 meses de duración con posibilidad de formar parte del proceso de selección de la vacante.ResponsabilidadesInteractuar con servicios de red, ingeniería de sistemas de software y/o...
-
Senior Service Desk Analyst Amb Discapacitat
hace 4 meses
Barcelona, España Oficina De Treball Del Soc A tiempo completoEmpresa requereix Senior Service Desk Analyst (Cap d'equip) amb certificat de discapacitat (mínim 33%). S'ofereix contracte indefinit i jornada completa.- Actuar com a punt d'escalada interna per a qüestions tècniques complexes -Supervisar les activitats de l'equip i identificar punts de millora -Coordinar-se amb els equips de TI per a garantir que les...
-
Senior Service Desk Analyst Amb Discapacitat
hace 4 meses
Barcelona, España Oficina de Treball del SOC A tiempo completoEmpresa requereix Senior Service Desk Analyst (Cap d'equip) amb certificat de discapacitat (mínim 33%). S'ofereix contracte indefinit i jornada completa. - Actuar com a punt d'escalada interna per a qüestions tècniques complexes -Supervisar les activitats de l'equip i identificar punts de millora -Coordinar-se amb els equips de TI per a garantir que les...
-
IT Service Desk Analyst
hace 3 semanas
Barcelona, Barcelona, España Blu Selection A tiempo completoAbout the RoleWe are seeking a highly skilled and motivated First Line Analyst to join our Global Service Desk in Spain. As a key member of our team, you will be responsible for providing exceptional customer support and resolving IT issues for users across Europe.Key ResponsibilitiesProvide timely and effective support to customers via phone, email, and...
-
IT Service Desk Analyst
hace 3 semanas
Barcelona, Barcelona, España Blu Selection A tiempo completoAbout the RoleWe are seeking a highly skilled and motivated First Line Analyst to join our Global Service Desk in Spain. As a key member of our team, you will be responsible for providing exceptional customer support and resolving IT issues for users across Europe.Key ResponsibilitiesProvide timely and effective support to customers via phone, email, and...
-
Barcelona, España Oficina De Treball Del Soc A tiempo completoEmpresa requereix Senior Service Desk Analyst (Cap d'equip) amb certificat de discapacitat (mínim 33%). S'ofereix contracte indefinit i jornada completa.Responsabilitats: Actuar com a punt d'escalada interna per a qüestions tècniques complexes.Supervisar les activitats de l'equip i identificar punts de millora.Coordinar-se amb els equips de TI per a...
-
Service Desk Analyst
hace 4 meses
Barcelona, España NTT Ltd. A tiempo completoNTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...
-
Service Desk Analyst
hace 3 meses
Barcelona, España NTT Ltd. A tiempo completoNTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...
-
It Service Desk Manager
hace 3 semanas
Barcelona, España Ebury A tiempo completoEbury is a hyper-growth FinTech firm, named in as one of the top 15 European Fintechs to work for by AltFi.We offer a range of products including FX risk management, trade finance, currency accounts, international payments and API integration.IT Service Desk ManagerMadrid Office - Hybrid: 4 days in the office, 1 day working from homeEbury is a Global...
-
Service Desk
hace 6 días
Barcelona, España Hub Talent A tiempo completoRequisitos:Más de 10 años en el Departamento de TI gestionando equipos en torno a Service Desk, Help Desk o gestión de Soporte al UsuarioImprescindible Nivel de Inglés B2/C1Formación Técnica (FP o Ingeniería IT o Telco)Sólida experiencia en la gestión de equipos de al menos 10 personasImprescindible experiencia en herramientas de ticketing y...
-
IT Service Desk Lead
hace 4 meses
Barcelona, España Adevinta A tiempo completoWe’re Adevinta, a global leader in digital marketplaces. Our household name brands, including Marktplaats in the Netherlands, mobile.de in Germany and leboncoin in France, reach hundreds of millions of people every month. We’re all about matchmaking, and our sites help people find whatever they’re looking for in their local communities - whether...
-
Service Desk
hace 2 semanas
Barcelona, España Hub Talent A tiempo completoRequisitos: Más de 10 años en el Departamento de TI gestionando equipos en torno a Service Desk, Help Desk o gestión de Soporte al Usuario Imprescindible Nivel de Inglés B2/C1 Formación Técnica (FP o Ingeniería IT o Telco) Sólida experiencia en la gestión de equipos de al menos 10 personas Imprescindible experiencia en herramientas de ticketing y...
-
Barcelona, España Körber Supply Chain Es A tiempo completoIf you are looking for a meaningful job where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to conquer supply chain complexity, together.Join our team at Körber Supply Chain! We have an opportunity open to join our Global Support and...
-
Barcelona, España Körber Supply Chain Es A tiempo completoIf you are looking for a meaningful job where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place.We develop future technologies to conquer supply chain complexity, together.Join our team at Körber Supply Chain!We have an opportunity open to join our Global Support and...
-
Service Desk Ai And Innovation Specialist
hace 1 mes
Barcelona, España Nestlé Sa A tiempo completo.Service Desk AI and Innovation Specialist Service Desk AI and Innovation Specialist We are looking for a Service Desk AI and Innovation Specialist to be part of our IT Workforce 360 product organization .Position SnapshotLocation: BarcelonaType of Contract: PermanentStream: IT Workforce 360Type of work: HybridWork Language: Fluent Business EnglishThe...
-
Service Desk Ai And Innovation Specialist
hace 2 semanas
Barcelona, España Nestlé Sa A tiempo completo.Service Desk AI and Innovation Specialist Service Desk AI and Innovation Specialist We are looking for a Service Desk AI and Innovation Specialistto be part of our IT Workforce 360 product organization.Position SnapshotLocation: BarcelonaType of Contract: PermanentStream: IT Workforce 360Type of work: HybridWork Language: Fluent Business EnglishThe role...
-
Service Desk Systems L2
hace 3 semanas
Barcelona, España Jr Spain A tiempo completocol-wideJob Description:Manage Incident, Problem and Standard RequestsInternataional company.|Located in Barcelona.- High level of English and Spanish.- At least 2 years of experience working in a similar position is a plus.- Experience providing support in multimedia, telecommunications, or IT infrastructure products/services.- Good knowledge of Operating...
-
Service Desk Analyst Amb Discapacitat
hace 4 meses
Barcelona, España Oficina de Treball del SOC A tiempo completoEmpresa requereix Service Desk Analyst. amb certificat de discapacitat (mínim 33%). S'ofereix contracte indefinit i sou 1833€. Prestar assistència als clients de l'empresa per telèfon, correu electrònic i tiquets en línia -Registrar amb precisió totes les trucades entrants al servei d'atenció al client -Assegurar-se que la informació es registra...
