Service Desk Analyst,

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Company Overview :

Dual-headquartered in New York and London, Fitch Ratings is a leading provider of credit ratings, commentary and research.

Dedicated to providing value beyond the rating through independent and prospective credit opinions, Fitch Ratings offers global perspectives shaped by strong local market experience and credit market expertise.

The additional context, perspective and insights we provide help investors to make important credit judgments with confidence.

Fitch Solutions delivers credit market data, analytical tools and risk services to the global financial community. In addition to offering proprietary market based content, Fitch Solutions distributes the ratings, research and financial data of Fitch Ratings through a variety of flexible platforms.

With innovation and experience behind every solution, Fitch Solutions helps financial professionals meet the diverse and evolving needs of today’s global markets.

Fitch Ratings and Fitch Solutions, along with Fitch Learning and BMI Research, are part of the Fitch Group, a global leader in financial information services with operations in more than 30 countries.

Fitch Group is majority-owned by Hearst.

Fitch complies with all laws governing employment in each jurisdiction in which it operates, and provides equal opportunity to all applicants and employees.

All applications will be considered without regard to race, colour, religion, gender, national origin, age, disability, marital or veteran status, sexual orientation, and other status protected by applicable laws.

Department overview :

The Global Service Desk is responsible for providing a high level of computing and telecommunications support, as well as implementing projects and technical initiatives for Fitch staff internationally.

There are approximately 40 users in Jakarta, as well as approximately 2,500 users in sites across : America, Europe, the Middle East, Africa, Asia, Australia and Latin America.

Support and project work encompasses all sites as well as frequent interaction with IT staff in our offices globally.

Service Desk technicians are primarily responsible for resolving queries that are picked up by themselves from the telephone, ticketing system or have been assigned or escalated to them from one analyst to another.

They are also responsible for completing various project related tasks as may be assigned to them.

Service Desk Technicians report to the Service Desk Manager.

This is a support role requiring working the core hours of the business, normally 9am 5 : 30pm with other technology and support staff, although work outside these hours will be occasionally be required.

Responsibilities :

  • Take and resolve requests over the telephone, face to face and via the ticketing system.
  • Respond and resolve requests within the specified time frame as logged in the ticketing system.
  • Keep requests updated in system with progress on a daily basis including requests for escalation.
  • Ensure users are kept sufficiently informed of progress throughout the lifetime of their calls through regular emails / phone calls.
  • Interpret and reiterate company policies to users and technicians and enforce policy when appropriate.
  • Prepare written communications and documentation.
  • Undertake research, document results and present to colleagues and Managers Develop own technical knowledge to improve ability to resolve requests.
  • Work with co-workers to increase knowledge across the Global Service Desk team
  • Work with other team members and small project groups to develop tools to improve the Global Service Desks efficiency and effectiveness.
  • Recommend new methods or improvements based on own research, knowledge and possibly testing.
  • Organise, implement and action project tasks as required within agreed timeframe.
  • Expert knowledge on the local office setup
  • Enforces best practice in the office
  • Co-ordinate Asset Management and stock taking tasks for the office
  • Manage third party providers for the office
  • Major Incident Management
  • Work with co-workers to increase knowledge across the Service Desk group.
  • Supports Manager in recruitment
  • Develop relationships with key members of the business in the office, engages business stakeholders and reinforces role of site expert
  • Duties, not limited to :

  • Answer telephone calls directed to the Global Service Desk - logging and assigning to others if necessary, all calls received in the ticketing system, adhering to procedure.
  • Review and act upon requests logged in ticketing system, within specified timeframe.
  • Methodically troubleshoot issues, discussing with other technical support staff when required, to research and find solutions.
  • Support and maintain Audio Visual equipment on site and provide assistance to client meetings
  • Scheduling and support of Video Conference calls
  • Maintain onsite Coms rooms, carry out patching and support network infrastructure under guidance of Network team and Chicago technical lead.
  • Build, image and deployment of desktop hardware
  • Component fix, replacement and upgrades on desktop hardware
  • Deployment of software
  • Create and maintain accurate documentation for all user or technician processes.
  • Share technical knowledge with other Service Desk staff to facilitate call resolution.
  • Contact equipment vendors as required for request resolution.
  • Perform user desk moves when required
  • Perform user training when required.
  • Liaise with local office technical point of contact at branch offices as required.
  • Liaise with 3rd Party providers in co-ordination of resolution / maintenance activities.
  • Assist in project deployments when required.
  • Skills and experience :

  • Positive can-do attitude with a mature and professional approach.
  • Excellent troubleshooting and diagnosis skills.
  • Excellent verbal communication and customer service skills. Must have the ability to listen carefully, express ideas clearly and converse comfortably with a stranger, particularly under pressurised situations either in person or on the telephone.
  • Proven, excellent written communication skills to write professional emails, communicate a range of information to staff across all levels of seniority, create documentation and write up research and analyse data.

  • Strong eye for detail and a very good ability to follow procedures and implement them with users.
  • Enthusiasm for and genuine interest in IT and technical support. Must also have excellent decision-making and problem solving skills to manage multiple priorities.
  • Excellent team working skills, ability to communicate well with others and share ideas as well as knowledge for the benefit of the team.
  • Strong eye for detail and an ability to follow procedures and implement them with users.
  • Must also be patient and empathetic to the issues and concerns of others.
  • Strong planning and organisational skills to enable proactive management of calls.
  • Methodical approach with lateral thinking ability.
  • Ability to cope with demanding situations.
  • Willingness to be involved all aspects of IT.
  • Technical Skills Matrix :

    Essential skills

    Desirable skills / qualifications

    Experience supporting Windows 7 and Windows 10

    Microsoft

    Experience supporting MS Office 2010 (Word, Excel, Powerpoint)

    Apple devices

    Experience with Apple mobile devices

    Experience with Mobile Iron. Experience with Macs.

    Telephony

    Experience of administering office phone system

    Experience with Cisco IP telephony and Cisco Call Manager

    Application packaging

    Experience of software deployment system for imaging and software deployment

    Computing hardware

    Experience with supporting desktop PC and laptop hardware

    Experience with Dell, HP and Lenovo technology.

    Printing / scanning devices

    Experience with multifunctional devices and follow me printing.

    Anti-virus and security tools

    Experience of dealing / managing Desktop security issues

    Experience with McAfee Antivirus, HIPS and Crowdstrike

    Minimum Qualifications :

  • A minimum of 3 - 5 years of IT service desk experience would be preferred.
  • Graduates strongly preferred or equivalent combination of knowledge, experience, training and / or education, ITIL awareness / Foundation certificate preferred.
  • Experience of Financial Institutions not as essential as drive and motivation.
  • Fluency in English, both verbal and written, is essential.
  • Application :

    We are not seeking assistance from recruiters at this time.

    To apply, please submit a short cover letter stating your suitability for the role plus details of any valid visa that you hold and your up-

    to-date CV. Please also enter your current and desired gross annual salary and notice period in the applicable spaces when completing your application but do not include them in your CV.

    We regret we are only able to respond to successful applicants.

    Sejak 13 Agustus 2019
    Berakhir 21 November 2019
    LAMAR via id.neuvoo.com

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