Barings
Service Desk Analyst
Barings, Charlotte, North Carolina, United States, 28245
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 businessNon-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 CoverageFitness Center Reimbursement Program (Including Online Memberships)Employee Assistance Program (EAP)Fertility BenefitsFINANCIAL WELL-BEING
Highly competitive 401(k) Plan with Company MatchHealth Savings Account (HSA) with Company ContributionsFlexible Spending Accounts (FSA) - Health Care & Dependent CareRetirement Health Reimbursement AccountLIFE INSURANCE
Basic and Supplemental Life InsuranceSpouse and Child Life InsuranceTIME OFF, DISABILITY AND LEAVE OF ABSENCE
Paid Vacation, Sick Days and Annual HolidaysPaid Leave of Absences (Maternity Leave, Parental Leave, Caregiver Leave, Bereavement Time)Short and Long Term Disability PlansPaid Volunteer TimeOTHER BENEFITS
Education Assistance ProgramCharitable Matching Gifts ProgramCommuter Reimbursement ProgramAdoption and Surrogacy Reimbursement Program
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 businessNon-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 CoverageFitness Center Reimbursement Program (Including Online Memberships)Employee Assistance Program (EAP)Fertility BenefitsFINANCIAL WELL-BEING
Highly competitive 401(k) Plan with Company MatchHealth Savings Account (HSA) with Company ContributionsFlexible Spending Accounts (FSA) - Health Care & Dependent CareRetirement Health Reimbursement AccountLIFE INSURANCE
Basic and Supplemental Life InsuranceSpouse and Child Life InsuranceTIME OFF, DISABILITY AND LEAVE OF ABSENCE
Paid Vacation, Sick Days and Annual HolidaysPaid Leave of Absences (Maternity Leave, Parental Leave, Caregiver Leave, Bereavement Time)Short and Long Term Disability PlansPaid Volunteer TimeOTHER BENEFITS
Education Assistance ProgramCharitable Matching Gifts ProgramCommuter Reimbursement ProgramAdoption and Surrogacy Reimbursement Program