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Service Desk Analyst
hace 2 meses
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 timely resolution of issues, and maintaining a high level of customer satisfaction.
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 the ticket lifecycle.
- Ensure timely updates to clients and tickets, adhering to defined intervals and procedures.
- Log all troubleshooting steps and statistics in our ticketing system.
- Dispatch cases to Tier 2 for additional investigation when necessary.
- Evaluate and escalate incidents to first-level escalation following our defined process.
- Collaborate with telecommunications and service providers globally to ensure timely fault resolution and escalation when required.
- Monitor network performance across various platforms and proactively manage related event notifications.
- Work closely with Tier 2 and other IPC engineering teams to ensure issues are addressed efficiently and meet SLA requirements.
- Document new processes and procedures as needed.
- Identify areas for improvement and communicate these clearly and professionally to the management team.
Requirements
- Minimum 2 years of experience in a Service Desk role, with a proven track record of delivering exceptional customer service.
- Strong commitment to service excellence, with the ability to work in a fast-paced, multi-tasking environment.
- Cisco qualification (CCNA or better) or other relevant industry-standard certification.
- Demonstrable experience supporting and troubleshooting managed extranet services or similar.
- Demonstrable experience of fault isolation and troubleshooting within an MPLS environment.
- Varied exposure to Internet technologies and platforms.
- Networking fundamentals knowledge, including LAN/WAN, Routing, Switching, etc.
- Knowledge of Trading and Compliance Platforms.
- Working knowledge of industry-standard ticketing tools, including Remedy and Service Now.
- Working knowledge of industry-standard proactive alarm monitoring tools.
- Excellent oral and written communication 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, including weekends and public holidays.
- 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 tools.
- Bi/Multi-lingual (Asian regional languages preferred).
- Spanish preferred.
What We Offer
- Competitive compensation package.
- 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.
