Service Desk Analyst
hace 1 mes
We are seeking a highly skilled Service Desk Analyst to join our team at IPC Systems, Inc. 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.
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 tickets and clients, adhering to defined intervals as documented in IPC's incident lifecycle 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 to first-level escalation following the defined escalation process.
- Collaborate with telecommunications and service providers globally to ensure timely fault resolution and escalate within providers when necessary.
- 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 efficiently and meet SLA requirements.
- Produce reports on major outages, fault resolution, statistics, and other relevant metrics.
- Client service professional with a minimum of 2 years of Service Desk experience.
- 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, including 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, including weekends and public holidays.
At IPC Systems, Inc., your compensation is just the beginning. We're committed to investing in a range of programs and initiatives to improve the overall experience of our employees.
- 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.
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.
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