IT Service Desk Analyst
| Company | Barings |
|---|---|
| Location | New York, NY, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- Hands-on experience supporting Windows 10 and Windows 11.
- Experience supporting Microsoft 365 (M365) services and applications.
- Active Directory (AD) administration.
- Experience supporting System Center Configuration Manager (SCCM)/Microsoft Endpoint Configuration Manager (MECM).
- Intune for mobile device administration.
- Azure Active Directory (Azure AD) administration.
- Advanced knowledge of iOS device management and support.
- Experience supporting Exchange Online and On-Prem.
- Experience supporting Microsoft AVD.
- In-depth knowledge of ITIL practices.
- Proficiency in managing IT incidents and problems, minimizing impact on business.
- Experience with ITSM tools (e.g. Service Now).
- Proven experience in IT 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 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.
- Provide support for trading floor environments, ensuring minimal downtime and rapid issue resolution.
- Act as liaison between Service Desk and application support teams to troubleshoot and resolve issues related to investment platforms.
- Collaborate with traders and other high-profile individuals to understand their specific needs and provide tailored IT support.
- Maintain and support trading floor hardware, including PCs, monitors, and specialized trading equipment.
Preferred Qualifications
- Familiarity with trading systems and the financial industry is highly advantageous.