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DXC Technology Service Desk Analyst in New York, New York

Job Description:

Job Title: Service Desk Analyst.

Position reports to: Global Service Center Manager.

Job Purpose: Be a first line of contact for dealing with internal and external client inquiries and incidents for a global provider of low latency networks, market data, and trading services to Investment Banks, Hedge Funds, Proprietary Trading Firms and Major Exchanges globally. Ensuring that incidents are logged accurately and timely and passed to second line support teams. Manage ticket systems and be responsible for client communications for service alerts and maintenance. Ensure all procedures are followed and protocols observed. Be an active team member in achieving SLAs to provide a high level of client satisfaction. Candidates will have a technical background, and experience working on a Technical Service Desk with a Telco, similar company to Fixnetix or Trading community participant.

ITIL certified, Service Now experience, Degree in computer science and a current CCNA would be

preferable.

Overview

  • First line service desk to respond to external client incidents and queries via email and phone and internal monitoring systems including ITRS Geneos, SolarWinds, Corvil and Zabbix.

  • To maintain ongoing communication of incident updates to clients provided by 2nd and 3rd line support teams

  • Ticket management of Incidents, Problems and Requests

  • Able to work on a shift basis from 7am – 4pm and 10am - 7pm on weekdays. Weekend work may also be requested when applicable.

Key responsibilities

  • To answer calls in a professional manner and in a timely fashion, logging details of the client incident ensuring that accurate and complete information is obtained.

  • Ensure that clients receive timely updates on incidents

  • Ensure that client incidents that occur across Fixnetix products or involve multiple 2nd line groups and 3rd Parties are coordinated so that the client receives a consolidated response from Fixnetix.

  • Maintain a calendar of maintenance requests on the network, data centers, exchanges and internal changes and ensure communication to clients with the appropriate information.

  • Maintain the incident ticket database, ensuring incidents are set to the correct priority, state and are within SLA for response and resolution.

  • Maintain ticket updates with accurate notes on current status

  • Escalate to 2nd and 3rd line support teams, inform senior management teams of P1/P2 incidents

  • Engage with third parties to provide Root Cause Analysis (RCA) for third party services

  • Document internal time lines for resolved incidents where a RCA is required.

  • Maintain accurate contact databases and records

Must have Skills/Personality:

  • Degree educated

  • Drive to deliver outstanding client service

  • Willingness to learn and develop new skills

  • Dedicated and able to work to deadlines

  • Ownership and follow up skills

  • Able to work both as part of a team or under own initiative

  • Able to take responsibility for own actions and performance

  • Have a positive attitude to client problems and incidents in a high-pressured environment

  • Looking for progression within an IT or Service Management role.

  • Specific Job Skills

  • Previous Service Desk experience

  • Knowledge of Service Now (or familiarity with ITSM systems)

  • Excellent written and verbal skills

  • The ability to multitask across multiple incidents

  • Understanding of SLAs and KPIs

  • Ability to follow process and procedures accurately and without fail

Beneficial Skills/Experience:

  • Exposure to the Financial Trading Sector.

  • Experience of working in complex environments within a 24-hour service structure

  • Previous experience of working shifts / working flexibly

  • Experience/understanding of ITIL methodology

  • Service Desk Institute Qualification

  • ITIL Foundation Qualification.

  • Cisco CCNA Qualification.

  • ComTIA Network + Qualification.

Computer / IT Skills:

  • Good knowledge of Word, Excel, Outlook and other office applications

  • Working knowledge of Visio for technical diagrams

  • Understanding of IP networks and traffic, firewalls, routing etc.

  • Degree in Computing and or IT

DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities

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