DXC Technology Service Desk Analyst in New York, New York
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
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.
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:
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
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