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Service Desk Analyst
hace 2 meses
Job Summary:
IPC Systems, Inc. is seeking a highly skilled Service Desk Analyst to join our Global Support team. As a Service Desk Analyst, you will be responsible for providing exceptional technical support to our clients, ensuring their voice, electronic communications, and trading infrastructure are running smoothly.
Key Responsibilities:
- Provide first-line diagnostics and troubleshooting technical support to clients via various communication channels.
- Open and manage incident, change request, and service request tickets throughout their lifecycle.
- Ensure timely updates to clients and tickets, adhering to defined intervals and procedures.
- Log all troubleshooting steps and statistics in the IPC ticketing system.
- Dispatch cases to Tier 2 for additional investigation when necessary.
- Evaluate and escalate incidents according to the defined escalation process.
- Collaborate with telecommunications and service providers globally to resolve faults efficiently.
- Monitor network performance across various platforms and proactively manage related event notifications.
- Liaise closely with Tier 2 and other IPC engineering teams to ensure issues are addressed promptly.
- Produce reports on major outages, fault resolution, statistics, and other relevant metrics.
- Document new processes and procedures as needed.
- Identify areas for improvement and communicate these to the management team.
Requirements:
- Minimum 2 years of experience in a client-facing service desk role.
- Strong commitment to service excellence and 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.
- Experience with fault isolation and troubleshooting in MPLS environments.
- Knowledge of trading and compliance platforms.
- Working knowledge of industry-standard ticketing tools and proactive alarm monitoring tools.
- Excellent oral and written communication skills in English.
- Strong work ethic and influential, diplomatic work style.
Desirable Qualifications:
- Bachelor's Degree or equivalent work experience.
- Experience in translating technical information into business-friendly 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.
- Working knowledge of Business Objects or similar reporting tools.
- Bi/multi-lingual skills, with a preference for Asian regional languages.
What We Offer:
- Competitive compensation package.
- Private health insurance, Sodexo transport pass, and 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.
