Service Desk Analyst

4 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia IPC Systems, Inc. Full time
IPC is a fintech company that focuses on the human element. Having global presence, we support local markets with cutting edge cloud-based trading communications and managed connectivity.

Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.

At IPC, we are committed to attracting, nurturing and promoting diverse talent across our workforce and fostering a sense of belonging within our employee family. We don't just accept differences - it's one of our core values. We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.

Come be part of the new team that delivers ground-breaking products for our clients.

About The Global Services Operations Centre

Our 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 Madrid 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.

Rotating schedule to allow the Global GSOC to operate 24 x 7 with Individual hours are to be agreed upon with the GSOC Global Vice President subject to business coverage requirements.

Job Responsibilities:

  • Perform the function of the Tier 1 Service Desk with Adherence to ITIL-based process and within the timeframes associated with IPCs SLA management.
  • Provide 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, adhering to SLA commitments.
  • 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 escalation within our providers when necessary.
  • Monitor network and application 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.
  • Produce a summary of events and provide analysis for Incident reports (i.e. major outages, fault resolution, statistics, etc.)
  • Assist with documentation of new processes and procedures as and when required.
  • Identify areas for improvement and communicate these clearly and professionally to the management team.

Job Requirements:

Experience, Skills & Qualifications

  • Client service professional with proven Service Desk experience.
  • Commitment to service excellence with the ability to work in a fast-paced, multitasking, 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 in fault isolation and troubleshooting within an MPLS environment.
  • Experience with Trading and Compliance platforms and Applications, Cisco LAN/WAN, iPBX, VM Ware, and IP Voice services.
  • Varied exposure to Internet technologies and platforms.
  • Excellent oral and written communication skills (English).
  • Strong work ethic and an energetic, influential, and diplomatic work style.
  • Ability to provide shift cover as part of the GSOC team roster which will include weekends and

Desirable
  • Bachelor's Degree or equivalent work experience.
  • Experience in 'translating' technical information into business-appropriate language.
  • Strong technical acumen with the ability to learn and be able to provide immediate solutions.
  • Knowledge of global financial markets and market data products.
  • Experience in Financial Services network environments with knowledge of trading voice equipment desirable (Experience with IPC technologies a plus).
  • Working knowledge of Business Objects, MS Power BI, or similar reporting tools.
  • Working knowledge of industry-standard ticketing tools i.e. Remedy, Service Now.
  • Working knowledge of industry-standard proactive alarm monitoring tools would be preferred but not essential as will be trained.
  • Asian regional languages preferred
Not what you are looking for? Try these related job searches
Service Desk Analyst jobs in Kuala Lumpur
IPC Systems careers in Kuala Lumpur
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