Service Desk Analyst

6 days 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.

Title: Service Desk Analyst- 6 Month Contract
Location: Charlotte, NC- In Office 5 Days a Week

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.

Job Summary

Barings is looking for a Desktop Support Analyst to provide support to the Charlotte office and remote support to other regional locations. This position will be located in our Charlotte office, reporting to the Service Delivery Manager.

The Desktop Support Analyst role’s primary function is to ensure a positive user experience for the Barings associates located within the Singapore office. This person will establish effective relationships with the business partners locally and act appropriately to ensure consistency in successful support service delivery.

Primary Responsibilities
• Under the direction of the Service Desk Manager, the Desktop Support Analyst will:
• Ensure a normal level of service is maintained, and take necessary actions to restore a service to normal operation when there is a negative impact to regional business operations
• Ensure appropriate escalation procedures are executed when a service is impacted or when a business partner has communicated an urgent IT support request that needs addressed by peer team or IT management.
• Ensure the use of ServiceNow for incident management and request fulfilment meets the level of quality expected by management, allowing for insightful analytics
• Partner with global team to ensure appropriate knowledge management standards are maintained to support the global service delivery efforts
• Participate in Local and Global initiatives, supporting the needs of the local business partners as well as the initiatives objectives & outcomes.
• Communicate effectively with business partners throughout the life of their reported issues or requests


Qualifications
• Bachelor degree in IT related field preferred
• Minimum 5 years’ experience in a Desktop Support or Service Desk role
• Strong background in ITIL foundational concepts
• Strong verbal and written communication skills
• Proficient technical knowledge of endpoints, A/V room technology, client applications and other related technologies
• Previous experience with ServiceNow preferred
• Detail-oriented, flexible, and ability to multi-task

#LI-JS1

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.

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