Service Desk Analyst

hace 3 semanas

Madrid, Madrid, España IPC Systems, Inc A tiempo completo
Job Title: Service Desk Analyst

IPC Systems, Inc is seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing first-line technical support to our clients via various communication channels, including telephone, email, and web.

Key Responsibilities:

  • Provide technical support to clients via various communication channels
  • Open and manage incident, change request, and service request tickets
  • Ensure timely fault resolution and escalate incidents to first-level escalation when necessary
  • Liaise with telecommunications and service providers globally to ensure timely fault resolution
  • Monitor network performance and proactively manage related event notifications
  • Liaise with Tier 2 and other IPC engineering teams to ensure issues are being addressed efficiently
  • Produce reports on major outages, fault resolution, and statistics
  • Document new processes and procedures as required
  • Identify areas for improvement and communicate these clearly 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 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

Desirable:

  • 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

What's in It for You?

At IPC Systems, Inc, 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
  • 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

Further information about your benefits will be provided during your onboarding process.

Additional Information:

At IPC Systems, Inc, 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.

You can explore more about our culture, offerings and commitment to living our Core 4 values, on and.

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

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