Barings
IT Service Desk Analyst
To foster an equitable and inclusive environment where everyone can succeed.
Customer service and support
Full-time
Office | Sydney, NSW, Australia
Visa sponsorship · No
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.
·
Why Barings
Barings is a $351+ billion global investment manager sourcing differentiated opportunities and building long-term portfolios across public and private fixed income, real estate, and specialist equity markets. With investment professionals based in North America, Europe and Asia Pacific, the firm, a subsidiary of MassMutual, aims to serve its clients, communities and employees, and is committed to sustainable practices and responsible investment.
About the role
Job Summary Barings is looking for an IT Service Desk Support to provide local support to Australia offices and remote support to other regional locations. This position will be in our Sydney office, reporting to IT Service Desk Manager.
The IT Service Desk role’s primary function is to ensure a positive user experience for the Barings associates. This person will establish effective relationships with the business partners and act appropriately to ensure consistency in successful support service delivery.
Primary Responsibilities
- Provide a single point of contact Service Desk Service to end users for IT-related incidents and requests.
- Provide first-line determination and resolution ("First Line Resolution") to resolve and fulfil end users' incidents and service requests.
- Communicate effectively with users throughout the life of their reported issues or requests.
- Escalate high-impact incidents promptly to responsible parties and management per agreed guidelines and escalation matrix.
- Partner with global team to ensure appropriate knowledge management standards are maintained to support the global service delivery efforts adhere to BAM global policy and standards.
- Work with global team effectively on problem troubleshooting
- Participate in Local and Global initiatives, supporting the needs of the local business partners as well as the initiatives objectives & outcomes.
- Fulfil additional, relevant, tasks appropriate to the role and business requirements on an ad-hoc basis Qualifications
- Bachelor’s degree in IT related field preferred
- Minimum 5 years’ experience in a Desktop Support or Service Desk role
- Strong background in ITIL foundational concepts
- Hands-on experience in technical aspects of Windows & Azure, Intune and Service Now
- Good sense of IT trouble shooting skills
- Proficient technical knowledge of endpoints, A/V room technology, client applications and other related technologies
- Good time-management, organization and communication skills.
- Good servicing attitude, multi-tasking ability, agile
- Demonstrated relationship building including success with senior stakeholders
- Enthusiasm and demonstrates initiative, personal accountability, and a can-do attitude
What you'll be responsible for
- 💬
Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
- 💬
Customer Query Handling
Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams
- 🚦
Technical Incident Resolution
Analyze and resolve technical and functional product issues for internal and external customers
Skills you'll need
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- 🛎
Service orientation
Actively seeks and develops strategies to help key stakeholders
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
