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Service Desk Analyst

hace 2 meses

Madrid, Madrid, España IPC Systems A tiempo completo

Job Summary

We are seeking a highly skilled Service Desk Analyst to join our Global Support team at IPC Systems. As a Service Desk Analyst, you will be responsible for providing exceptional technical support to our clients, ensuring that their issues are resolved promptly and efficiently.

Key Responsibilities

  • Provide first-line technical support to clients via various communication channels, including email, phone, and web.
  • Open and manage incident, change request, and service request tickets throughout their lifecycle.
  • Ensure that tickets and clients are updated per defined intervals, as documented within IPC Systems' incident lifecycle procedures.
  • Log all troubleshooting steps and statistics in the IPC Systems 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 Systems engineering teams to ensure issues are being addressed with efficiency and speed to meet SLA requirements.
  • Produce reports, such as major outages, fault resolution, statistics, etc.
  • Document new processes and procedures as and when required.
  • Identify areas for improvement and communicate these clearly and professionally to the management team.

Requirements

  • 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.

Preferred Qualifications

  • Bachelor's Degree or equivalent work experience.
  • Experience in 'translating' technical information into business-appropriate language.
  • Strong technical acumen with the ability to learn and 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.

What We Offer

  • Competitive compensation.
  • Private Health Insurance + Sodexo Transport Pass + Sodexo Restaurant Pass.
  • 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.