Service Desk Analyst

1 month ago

Charlotte, United States Barings Full time

At Barings, we are as invested in our associates as we are in our clients. We recognize those who work diligently for us and reward them for personal and professional integrity, communication skills, distinct competencies and expertise in specific strategies, ability to collaborate as a team member and true dedication to the interests of our clients.

We thank you for your interest in joining the Barings team, and invite you to explore our current employment opportunities.

Service Desk Analyst

Title: Service Desk Analyst

Department: Global Technology and Data

Location: Charlotte, North Carolina

Barings is a leading global financial services firm dedicated to meeting the evolving investment and capital needs of our clients and customers. Through active asset management and direct origination, we provide innovative solutions and access to differentiated opportunities across public and private capital markets. A subsidiary of MassMutual, Barings maintains a strong global presence with business and investment professionals located across North America, Europe, and Asia Pacific.

Overall Purpose of Role

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.

Principal Responsibilities

Job duties and responsibilities, not limited to:

Service Desk Operations:

  • 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.
Customer Service Excellence:
  • 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.
Root Cause Analysis Mindset:
  • 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.
Team Collaboration:
  • 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.
Continuous Improvement:
  • 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.
Project Support:
  • 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.
Service Level Agreement (SLA) Adherence: Expected to consistently meet and strive to exceed service level agreements to ensure high-quality service delivery. This includes responding to and resolving issues within the agreed-upon timeframes, as outlined in our Incident Management policy. Performance will be evaluated based on the percentage of SLA targets met and exceeded, with a goal of achieving at least a 90% SLA adherence rate. Continuous improvement efforts to reduce response and resolution times are also expected, contributing to an enhanced end-user experience.

Qualifications/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 practises.
  • Proficiency in managing IT incidents and problems, minimizing impact on business
Non-Technical Expertise:
  • 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.
Barings is an Equal Employment Opportunity employer; Minority/Female/Age/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply.

Barings offers a comprehensive benefits package including:

CORE BENEFITS & WELLNESS
  • Medical (including Virtual Care), Prescription, Dental, and Vision Coverage
  • Fitness Center Reimbursement Program (Including Online Memberships)
  • Employee Assistance Program (EAP)
  • Fertility Benefits
FINANCIAL WELL-BEING
  • 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
LIFE INSURANCE
  • Basic and Supplemental Life Insurance
  • Spouse and Child Life Insurance
TIME OFF, DISABILITY AND LEAVE OF ABSENCE
  • 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
OTHER BENEFITS
  • Education Assistance Program
  • Charitable Matching Gifts Program
  • Commuter Reimbursement Program
  • Adoption and Surrogacy Reimbursement Program

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