Service Desk Analyst

IPC is a fintech company that focuses on the human element. With a global presence, we support local markets with our advanced cloud-based trading communications and managed connectivity solutions.

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.

Join a team that is dedicated to delivering groundbreaking products and making a significant impact on our clients' success.

TITLE : Service Desk Analyst

DEPARTMENT : Network Services - Global Services and Support

REPORTING TO : Manager, GSOC

LOCATION : Madrid, Spain

JOB TYPE : Full- Time, Permanent, Hybrid

POSITION SUMMARY

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 London, New York, Singapore 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. The GSOCs 24 / 7 service center is extended by highly skilled technical support personnel located in principle financial centers across the globe, enabling local support in local language for end-to-end service level consistency.

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

RESPONSIBILITIES

• 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.
• 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 escalating within our providers when necessary.
• Monitor network 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 reports – e.g. major outages, fault resolution, statistics, etc.
• Document new process and procedures as and when required.
• Identify areas for improvement and communicate these clearly and professionally to the management team.

Desirable Experience / Skills / Qualifications

Essential :

Desirable :

PLEASE SUBMIT YOUR CV IN ENGLISH.

What's in It for You?

At IPC, your compensation is only part of the package. We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees.

In addition to a collaborative, high-performing team environment, we're pleased to offer competitive benefits, including :

Further information about your benefits will be provided during your onboarding process.

Additional Information :

At IPC, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together. We spend around 60% of our time in the office and around 40% of our time working remotely. Some employees may be required to work from the office or client sites more than 60% of the time, if required by their role and / or client needs.

Your precise work schedule will be determined by you and your Line Manager before commencement of employment with IPC.

IPC's Work Culture :

The IPC work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential. We are a global ecosystem, full of diverse people that together made IPC what it is today.

Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness.

We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities and striving for excellence. Our people have continued to deliver ground-breaking solutions to our clients for over 50 years.

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