Senior Service Desk Analyst

Description

About the Department/ Team:

The Infrastructure CX team provides technology-related support and premier service across 50+ offices in 20+ countries spanning 4 continents. They address key issues as they arise and proactively identify areas for improvement and performance gaps that cause internal customer friction. The team looks for process improvement opportunities and innovative ways to gather and act on feedback.

About the Role:

The Senior Service Desk Analyst oversees technology development solutions through new and existing applications, systems architecture, data infrastructure/warehouses, and machine learning algorithms. This role includes maintenance and support of applications, reviewing system requirements and business processes, coding, testing, debugging, and implementing software solutions. The Senior Analyst coordinates help desk activities with other systems areas (e.g., UNIX, Windows, and network systems administration) and provides dedicated technology infrastructure support to specific units (e.g., trading floors).

As a key member of the Service Desk, you will support business partners and maintain a secure environment as the gatekeeper of access at the front line. Working as part of a supportive and high-performing team, you will handle incoming phone calls, chat, and email support, as well as more technical offline work to grow your technical experience and toolset.

Responsibilities of the Role:

· Customer Service:
Use superior customer service, troubleshooting, and questioning skills to diagnose and resolve problems courteously and timely.

· Mentorship:
Mentor a team of analysts and advanced analysts, fostering a collaborative and high-performing environment.

· Ticket Monitoring:
Monitor outstanding tickets and collaborate with the global team.

· Logging:
Log all phone contacts received in Service Now under the appropriate application or device for proper tracking and reporting.

· Strategic Planning:
Develop and implement long-term strategies for technology infrastructure and support services, aligning with organizational goals.

· Prioritization:
Prioritize monitoring chat queues, shared mailboxes, and shared voicemail mailboxes.

· Project Management:
Oversee and manage large-scale projects, ensuring timely delivery and adherence to budget constraints.

· Escalation:
Utilize group chat channels in MS Teams to escalate trends with global stability colleagues.

· Advanced Troubleshooting:
Resolve the most complex technical issues, providing guidance and support to the team.

· Process Optimization:
Identify and implement process improvements to enhance efficiency, effectiveness, and customer satisfaction.

· Advanced Reporting:
Develop comprehensive reports on service desk performance, trends, and areas for improvement, presenting findings to executive leadership.

· Security and Compliance:
Ensure strict adherence to security policies and compliance requirements, leading initiatives to enhance data protection measures.

· Continuous Learning:
Stay abreast of emerging technologies and industry trends, recommending and implementing innovative solutions to improve service delivery.

Requirements of the Role:

·

Education:

Bachelor’s or Master’s Degree in Computer Information Systems, Technology, or a related field.

· Years of

Experience:

Typically, 7+ years of relevant experience in a technical support or analyst role.

· Mentoring

Experience:

Proven track record of mentoring teams, managing complex projects, and driving strategic initiatives.

· Advanced Technical

Skills:

Expertise in advanced troubleshooting, system architecture, and complex problem-solving. Proficiency with sophisticated tools and technologies.

· Project Management:
Extensive experience in managing and executing large-scale projects, including planning, resource allocation, and timeline management.

· Strategic Involvement:
Significant experience in contributing to strategic planning and decision-making processes within the organization.

· Security and Compliance:
In-depth knowledge of security policies, compliance requirements, and data protection measures.

· Process Improvement:
Demonstrated experience in identifying and implementing…