IT Service Desk Analyst - PA2025Q3JB132
About The Position
SS&C is looking for an IT Service Desk Analyst to serve as first point of contact for incidents, service requests and user access requests for external Clients, TA Operations Team and Internal users. Handle inbound telephone and email inquiries for the core Transfer Agency and surrounding IT systems. Provide Service Desk Level 1 support within scope of Service Desk responsibilities. The incumbent serves as the face of SS&C IT providing a high standard of customer service to the external client/end user community to help ensure communication, professionalism and timeliness of information create a positive client experience. Conduct the initial triage, verify client/business priority and escalate to the applicable team when appropriate following our Incident Management Process. Ability to multi task and prioritize requests based on urgency and scope of the issue. Route tickets to the appropriate IT teams and coordinate internal communications for high priority issues (ie Service Alerts). Communicate updates between users/business teams and IT teams to assist with a timely and effective resolution. Effectively monitor Service Desk ticket queues and action/route incidents, service requests and user access requests as needed. The successful applicant will be required to work within a global team structure and to deliver a high valued service and service improvements that will benefit the global business community. They will play an active role in all the internal and external Audit related to Service Desk and User Access
Requirements
- Working knowledge/understanding and experience of user access administration in Active Directory environments
- Working knowledge/understanding and experience of ticket tracking system(s); ServiceNow is an asset.
- Working knowledge of MS Office Products - MS Word, Excel, Powerpoint
- Detail-oriented, with the ability to probe and ask questions to clarify understanding, seeking clarity when necessary.
- Good research and information gathering skills
- Technically proficient in troubleshooting client software and other related product
Nice To Haves
- Previous experience providing client support in the financial services industry and/or a service-oriented environment preferred
Responsibilities
- Serve as first point of contact for incidents, service requests and user access requests
- Handle inbound telephone and email inquiries for the core Transfer Agency and surrounding IT systems
- Provide Service Desk Level 1 support within scope of Service Desk responsibilities
- Provide a high standard of customer service to the external client/end user community
- Conduct the initial triage, verify client/business priority and escalate to the applicable team when appropriate
- Multi task and prioritize requests based on urgency and scope of the issue
- Route tickets to the appropriate IT teams and coordinate internal communications for high priority issues
- Communicate updates between users/business teams and IT teams to assist with a timely and effective resolution
- Effectively monitor Service Desk ticket queues and action/route incidents, service requests and user access requests as needed
- Work within a global team structure and to deliver a high valued service and service improvements
- Play an active role in all the internal and external Audit related to Service Desk and User Access
Benefits
- Flexibility: Hybrid Work Model & a Business Casual Dress Code, including jeans
- Your Future: RRSP Matching Program, Professional Development Reimbursement
- Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays
- Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
- Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
- Training: Hands-On, Team-Customized, including SS&C Learning Institute
- Extra Perks: Discounts on fitness clubs, travel and more!
- Wide-Ranging Perspectives: Committed to Celebrating the Variety of Backgrounds, Talents and Experiences of Our Employees
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Computer and Electronic Product Manufacturing
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
