.TITLE: Service Desk AnalystDEPARTMENT: Network Services - Global Services and SupportREPORTING TO: Director, GSOCLOCATION: Madrid, SpainJOB TYPE: Full- Time, Permanent, HybridPOSITION SUMMARYOur Service professionals are focused on client care and monitor our clients' voice, electronic communications and trading infrastructure throughout the day and night. Our global service operation (GSOC) located in London, New York, Singapore and Kuala Lumpur operates a seamless and consistent follow the sun support approach, to ensure round the clock availability to our clients. Our Service professionals strive to go beyond client expectations, building unique relationships with each client. The GSOCs 24/7 service center is extended by highly skilled technical support personnel located in principle financial centers across the globe, enabling local support in local language for end-to-end service level consistency.Rotating schedule to allow the Global GSOC to operate 24 x7.Individual hours to be agreed with GSOC Global Vice President subject to business coverage requirements.RESPONSIBILITIESProvide first line diagnostics and Tier 1 troubleshooting technical support to IPC clients via various communication channels, including but not limited to: telephone, email or web.Open Incident, Change Request and Service Request tickets and manage throughout the ticket lifecycle.Ensure that tickets and clients are updated per defined intervals, as documented within IPC Incident lifecycle procedures.Log all troubleshooting steps and statistics in the IPC ticketing system.Dispatch cases to Tier 2 in a timely manner for additional investigation when appropriate.Escalate incidents to first level escalation following the defined escalation process.Work with telecommunications and service providers globally to ensure timely fault resolution and escalating within our providers when necessary.Monitor network performance across a variety of platforms and proactively manage related event notifications.Liaise closely with Tier 2 and other IPC engineering teams to ensure issues are being addressed with efficiency and speed to meet SLA requirements.Document new process and procedures as and when required.Identify areas for improvement and communicate these clearly and professionally to the management team.Desirable Experience/Skills/QualificationsClient service professional with proven Service Desk experience (minimum 2 years).Commitment to service excellence with the ability to work in a fast-paced, multi-tasking, team environment.Cisco qualification (CCNA or better), or other relevant industry standard certification.Demonstrable experience supporting and troubleshooting a managed extranet service (or similar).Demonstrable experience of fault isolation and troubleshooting within an MPLS environment.Varied exposure to Internet technologies and platforms.Networking fundamentals knowledge LAN/WAN, Routing, Switching etc.Knowledge of Trading and Compliance Platforms
