IT Service Desk Analyst

Company: Barings
Location: Charlotte
Posted on: April 18, 2024

Job Description:

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.

Job Summary

Barings has an opening for a highly motivated individual with a strong desktop or field support background in a fast paced and dynamic environment. The ideal candidate will be energetic, hardworking and able to manage multiple assignments concurrently. This position requires an established background in desktop support and familiarity with networking, communications and video conferencing concepts. The candidate should have a documented record of accomplishment and success in supporting a multi-hierarchy group of business partners.

Primary Responsibilities

• Provide technical support to Barings associates located in offices around the globe. This includes, but is not limited to, desktop, printing, voice, network, video conferencing and mobile devices.
• Establish a strong working relationship with the other IT teams as well as the Global Investment Services Division, Finance, Global Business Development Group, Legal and Compliance, Human Resources, and Office Services.
• Ensure an outstanding level of service is maintained and take necessary actions to restore service to normal operation when there is a negative impact on regional business operations.
• Deliver top-notch service by answering inbound phone calls and triaging inbound requests quickly, ensuring our procedures and level of service are delivered consistently, and attempting to resolve issues at 1st contact by established SLAs while Documenting work performed (and steps to resolve issues permanently) within the ticketing system for audit, Comply with standard processes, procedures documentation, and knowledgebase purposes.
• 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 to be addressed by a peer team or IT management.
• Ensure the use of ServiceNow for incident management and request fulfillment meets the quality expected by management, allowing for insightful analytics.
• Partner with the global team to maintain appropriate knowledge management standards to support global service delivery efforts.
• Participate in Local and Global initiatives, supporting the needs of the local business partners and the objectives & outcomes of the enterprise.
• Communicate effectively with business partners throughout the life of their reported issues or requests.
• Troubleshoot fundamental end-user issues on various platforms, including software, hardware, network, and telecommunications systems, and provide essential desktop support.
• Track and follow up on incidents escalated to technical teams to ensure issues are resolved promptly and closed
• Participate in after-hours support 24x7x365 and on-call rotations as needed and able to coordinate with geographically dispersed teams to achieve results.
• Seek to consistently develop self and skills needed to prepare for future opportunities. Qualifications
  • A 2-year Associates degree is preferred.
  • Minimum 4 years' experience in the IT field in a desktop or field office support role.
  • Strong oral and written communication skills.
  • Polished interpersonal skills.
  • Extensive trouble shooting skills.
  • Ability to work and thrive within a team concept.
  • Evening and weekend work may be required.
  • Fluidity with MS Office products including Visio.
  • Industry certifications a plus but not required.
  • Strong background in ITIL foundational concepts
  • Strong verbal and written communication skills with the ability to explain complex technical issues to non-technical users in a clear and concise manner
  • A high degree of initiative, mature judgment, and discretion
  • Proficient technical knowledge of endpoints, A/V room technology, client applications, remote support tools, diagnostic tools, and other related technologies
  • Previous experience with ServiceNow preferred
  • A self-motivated achiever who gains satisfaction from providing excellent customer service
  • Must perform well in high-energy, dynamic, and team-oriented environments
  • Detail-oriented, flexible, and able to multi-task while prioritizing workload #LI-KW1
    
    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

Keywords: Barings, Charlotte , IT Service Desk Analyst, Professions , Charlotte, North Carolina