Desktop Support Analyst
| Company | Barings |
|---|---|
| Location | Charlotte, NC, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- Windows 10 and Windows 11 Support
- Experience supporting Microsoft 365 (M365) services and applications
- Active Directory (AD) administration
- Experience supporting System Center Configuration Manager (SCCM)
- Azure Active Directory (Azure AD) administration
- Intune for mobile device administration
- Advance knowledge of iOS device management and support
- Experience supporting Exchange Online and On-Prem
- Experience supporting Citrix or AVD
- In depth knowledge of ITIL practises
- Proficiency in managing IT incidents and problems, minimizing impact on business
- Proven experience in IT support, preferably with a focus on executive or VIP support
- Familiarity with trading systems and the financial industry is highly advantageous
- Excellent communication skills, with the ability to interact effectively with high-profile individuals
- Strong analytical and problem-solving skills, with a focus on root cause analysis
Responsibilities
- Respond to customer inquiries and resolve issues in a timely and efficient manner
- Follow established processes and procedures to manage call flow and ensure timely resolution of issues
- Stay up-to-date with the latest technologies and best practices to support end-users effectively
- Uphold high customer service standards and manage customer satisfaction metrics
- Escalate unresolved customer issues to the appropriate parties when necessary
- Provide feedback on recurring issues to contribute to the improvement of IT services
- Employ a systematic approach to problem-solving that focuses on identifying the underlying causes of issues
- Utilize root cause analysis techniques to prevent recurring problems and improve overall service quality
- Collaborate with cross-functional teams to implement long-term solutions that enhance system reliability and user satisfaction
- Foster a culture of continuous learning and improvement, encouraging the team to learn from each incident and share insights
- Work closely with other IT teams, such as Infrastructure and Application Support, to ensure a cohesive support experience for end-users
- Participate in regular team meetings and contribute to knowledge sharing within the team
- Identify opportunities for process improvements and suggest changes to enhance service desk operations
- Contribute to the creation and maintenance of service desk documentation, including FAQs and knowledge base articles
- Assist with IT projects as required, providing support and expertise to ensure successful implementation
- Support the roll-out of new applications and services, including user training and documentation
- Expected to consistently meet and strive to exceed service level agreements to ensure high-quality service delivery
Preferred Qualifications
- Familiarity with trading systems and the financial industry is highly advantageous