Service Desk Analyst

IPC is a fintech company that focuses on the human element. Having global presence, we support local markets with cutting edge cloud-based trading communications and managed connectivity.

Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.

At IPC, we are committed to attracting, nurturing and promoting diverse talent across our workforce and fostering a sense of belonging within our employee family. We don't just accept differences - it's one of our core values. We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.

Come be part of the new team that delivers ground-breaking products for our clients.

**TITLE: Service Desk Analyst**

**DEPARTMENT: Network Services - Global Services and Support**

**REPORTING TO: Manager, GSOC**

**LOCATION: Madrid, Spain**

**JOB TYPE: Full
- Time, Permanent, Hybrid**

***

Our 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 principle 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 x7.

**RESPONSIBILITIES**
- 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.
- Produce reports - e.g. major outages, fault resolution, statistics, etc.
- 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/Qualifications**

**Essential**:

- 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, 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.

**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.

PLEASE SUBMIT YOUR CV IN ENGLISH.

**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 im