Service Desk Analyst

Barings • Boston, MA

114d

About The Position

The Service Desk Analyst will be responsible for providing first and second line support to end-users, resolving technical issues, and maintaining high customer service standards. They will ensure efficient operation of the service desk and contribute to the continuous improvement of IT support processes.

Requirements

• Technical Expertise: 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 practices.
• 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.
• Expected to consistently meet and strive to exceed service level agreements to ensure high-quality service delivery.
• 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.
• 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.

Benefits

• Medical (including Virtual Care), Prescription, Dental, and Vision Coverage
• Fitness Center Reimbursement Program (Including Online Memberships)
• Employee Assistance Program (EAP)
• Fertility Benefits
• Highly competitive 401(k) Plan with Company Match
• Health Savings Account (HSA) with Company Contributions
• Flexible Spending Accounts (FSA) - Health Care & Dependent Care
• Retirement Health Reimbursement Account
• Basic and Supplemental Life Insurance
• Spouse and Child Life Insurance
• Paid Vacation, Sick Days and Annual Holidays
• Paid Leave of Absences (Maternity Leave, Parental Leave, Caregiver Leave, Bereavement Time)
• Short and Long Term Disability Plans
• Paid Volunteer Time
• Education Assistance Program
• Charitable Matching Gifts Program
• Commuter Reimbursement Program
• Adoption and Surrogacy Reimbursement Program

What This Job Offers

• Number of Employees: 1,001-5,000 employees