Service Desk Analyst
hace 4 semanas
TITLE: Service Desk AnalystDEPARTMENT: Network Services - Global Services and SupportREPORTING TO: Manager, GSOCLOCATION: Madrid, SpainJOB TYPE: Full-Time, Permanent, HybridPOSITION SUMMARYOur Service professionals are focused on client care and monitor our clients' voice, electronic communications and trading infrastructure throughout the day and night. Our global service operation (GSOC) located in London, New York, Singapore and Kuala Lumpur operates a seamless and consistent follow the sun support approach, to ensure round the clock availability to our clients. Our Service professionals strive to go beyond client expectations, building unique relationships with each client. The GSOCs 24/7 service center is extended by highly skilled technical support personnel located in principal financial centers across the globe, enabling local support in local language for end-to-end service level consistency.Rotating schedule to allow the Global GSOC to operate 24 x 7. Individual hours to be agreed with GSOC Global Vice President subject to business coverage requirements.RESPONSIBILITIESProvide first line diagnostics and Tier 1 troubleshooting technical support to IPC clients via various communication channels, including but not limited to: telephone, email or web.Open Incident, Change Request and Service Request tickets and manage throughout the ticket lifecycle.Ensure that tickets and clients are updated per defined intervals, as documented within IPC Incident lifecycle procedures.Log all troubleshooting steps and statistics in the IPC 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 engineering teams to ensure issues are being addressed with efficiency and speed to meet SLA requirements.Document new process and procedures as and when required.Identify areas for improvement and communicate these clearly and professionally to the management team.Desirable Experience/Skills/QualificationsClient 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.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, 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 compensationAdditional Time off for Charity Work and VolunteeringTuition ReimbursementCertification Bonus ProgramAccess to 'IPC University' our Internal E-Learning PlatformAccess to LinkedIn LearningStructured Onboarding Training and Peer Mentor SupportWellness ProgramEmployee Referral SchemeFurther information about your benefits will be provided during your onboarding process.Additional Information:At IPC, 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 www.ipc.com/careers/ and www.ipc.com/about-us/about-ipc/.
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