IT Service Desk Analyst

2 days ago

Sydney, New South Wales, Australia Barings Full time $90,000 - $120,000 per year

At Barings, we are as invested in our associates as we are in our clients. We recognize those who work diligently for us and reward them for personal and professional integrity, communication skills, distinct competencies and expertise in specific strategies, ability to collaborate as a team member and true dedication to the interests of our clients.

We thank you for your interest in joining the Barings team, and invite you to explore our current employment opportunities.

Barings is a leading global financial services firm dedicated to meeting the evolving investment and capital needs of our clients and customers. Through active asset management and direct origination, we provide innovative solutions and access to differentiated opportunities across public and private capital markets. A subsidiary of MassMutual, Barings maintains a strong global presence with business and investment professionals located across North America, Europe, and Asia Pacific.

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

Barings is an Equal Employment Opportunity employer; Minority/Female/Age/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply.

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