Barings
Overview
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.
Position Service Desk Analyst
Overall Purpose of Role Overall Purpose of Role
The Service Desk Analyst will be responsible for providing first and second line support to end-users, resolving technical issues, and maintaining high customer service standards. They will ensure efficient operation of the service desk and contribute to the continuous improvement of IT support processes.
Responsibilities
Service Desk Operations
Respond to customer inquiries and resolve issues in a timely and efficient manner.
Follow established processes and procedures to manage call flow and ensure timely resolution of issues.
Stay up-to-date with the latest technologies and best practices to support end-users effectively.
Customer Service Excellence
Uphold high customer service standards and manage customer satisfaction metrics.
Escalate unresolved customer issues to the appropriate parties when necessary.
Provide feedback on recurring issues to contribute to the improvement of IT services.
Root Cause Analysis Mindset
Employ a systematic approach to problem-solving that focuses on identifying the underlying causes of issues.
Utilize root cause analysis techniques to prevent recurring problems and improve overall service quality.
Collaborate with cross-functional teams to implement long-term solutions that enhance system reliability and user satisfaction.
Foster a culture of continuous learning and improvement, encouraging the team to learn from each incident and share insights.
Team Collaboration
Work closely with other IT teams, such as Infrastructure and Application Support, to ensure a cohesive support experience for end-users.
Participate in regular team meetings and contribute to knowledge sharing within the team.
Continuous Improvement
Identify opportunities for process improvements and suggest changes to enhance service desk operations.
Contribute to the creation and maintenance of service desk documentation, including FAQs and knowledge base articles.
Service Level Agreement (SLA) Adherence: Expected to consistently meet and strive to exceed service level agreements to ensure high-quality service delivery. This includes responding to and resolving issues within the agreed-upon timeframes.
Project Support
Assist with IT projects as required, providing support and expertise to ensure successful implementation.
Support the roll-out of new applications and services, including user training and documentation.
Trading Floor Support
Provide support for trading floor environments, ensuring minimal downtime and rapid issue resolution.
Act as liaison between Service Desk and application support teams to troubleshoot and resolve issues related to investment platforms.
Collaborate with traders and other high-profile individuals to understand their specific needs and provide tailored IT support.
Maintain and support trading floor hardware, including PCs, monitors, and specialized trading equipment.
Person Specification Qualifications/Requirements:
Technical Expertise
Windows 10 and Windows 11 Support
Experience supporting Microsoft 365 (M365) services and applications
Active Directory (AD) administration
Experience supporting System Center Configuration Manager (SCCM)
Azure Active Directory (Azure AD) administration
Intune for mobile device administration
Advanced knowledge of iOS device management and support
Experience supporting Exchange Online and On-Prem
Experience supporting Citrix or AVD
In-depth knowledge of ITIL practices
Proficiency in managing IT incidents and problems, minimizing impact on business
Non-Technical Expertise
Proven experience in IT support, preferably with a focus on executive or VIP support
Familiarity with trading systems and the financial industry is highly advantageous
Excellent communication skills, with the ability to interact effectively with high-profile individuals
Strong analytical and problem-solving skills, with a focus on root cause analysis
#LI-ME1
Requisite Skills
Additional Skills
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.
Benefits Barings offers a comprehensive benefits package including:
CORE BENEFITS & WELLNESS
Medical (including Virtual Care), Prescription, Dental, and Vision Coverage
Fitness Center Reimbursement Program (Including Online Memberships)
Employee Assistance Program (EAP)
Fertility Benefits
FINANCIAL WELL-BEING
Highly competitive 401(k) Plan with Company Match
Health Savings Account (HSA) with Company Contributions
Flexible Spending Accounts (FSA) - Health Care & Dependent Care
Retirement Health Reimbursement Account
LIFE INSURANCE
Basic and Supplemental Life Insurance
Spouse and Child Life Insurance
TIME OFF, DISABILITY AND LEAVE OF ABSENCE
Paid Vacation, Sick Days and Annual Holidays
Paid Leave of Absences (Maternity Leave, Parental Leave, Caregiver Leave, Bereavement Time)
Short and Long Term Disability Plans
Paid Volunteer Time
OTHER BENEFITS
Education Assistance Program
Charitable Matching Gifts Program
Commuter Reimbursement Program
Adoption and Surrogacy Reimbursement Program
#J-18808-Ljbffr
We thank you for your interest in joining the Barings team, and invite you to explore our current employment opportunities.
Position Service Desk Analyst
Overall Purpose of Role Overall Purpose of Role
The Service Desk Analyst will be responsible for providing first and second line support to end-users, resolving technical issues, and maintaining high customer service standards. They will ensure efficient operation of the service desk and contribute to the continuous improvement of IT support processes.
Responsibilities
Service Desk Operations
Respond to customer inquiries and resolve issues in a timely and efficient manner.
Follow established processes and procedures to manage call flow and ensure timely resolution of issues.
Stay up-to-date with the latest technologies and best practices to support end-users effectively.
Customer Service Excellence
Uphold high customer service standards and manage customer satisfaction metrics.
Escalate unresolved customer issues to the appropriate parties when necessary.
Provide feedback on recurring issues to contribute to the improvement of IT services.
Root Cause Analysis Mindset
Employ a systematic approach to problem-solving that focuses on identifying the underlying causes of issues.
Utilize root cause analysis techniques to prevent recurring problems and improve overall service quality.
Collaborate with cross-functional teams to implement long-term solutions that enhance system reliability and user satisfaction.
Foster a culture of continuous learning and improvement, encouraging the team to learn from each incident and share insights.
Team Collaboration
Work closely with other IT teams, such as Infrastructure and Application Support, to ensure a cohesive support experience for end-users.
Participate in regular team meetings and contribute to knowledge sharing within the team.
Continuous Improvement
Identify opportunities for process improvements and suggest changes to enhance service desk operations.
Contribute to the creation and maintenance of service desk documentation, including FAQs and knowledge base articles.
Service Level Agreement (SLA) Adherence: Expected to consistently meet and strive to exceed service level agreements to ensure high-quality service delivery. This includes responding to and resolving issues within the agreed-upon timeframes.
Project Support
Assist with IT projects as required, providing support and expertise to ensure successful implementation.
Support the roll-out of new applications and services, including user training and documentation.
Trading Floor Support
Provide support for trading floor environments, ensuring minimal downtime and rapid issue resolution.
Act as liaison between Service Desk and application support teams to troubleshoot and resolve issues related to investment platforms.
Collaborate with traders and other high-profile individuals to understand their specific needs and provide tailored IT support.
Maintain and support trading floor hardware, including PCs, monitors, and specialized trading equipment.
Person Specification Qualifications/Requirements:
Technical Expertise
Windows 10 and Windows 11 Support
Experience supporting Microsoft 365 (M365) services and applications
Active Directory (AD) administration
Experience supporting System Center Configuration Manager (SCCM)
Azure Active Directory (Azure AD) administration
Intune for mobile device administration
Advanced knowledge of iOS device management and support
Experience supporting Exchange Online and On-Prem
Experience supporting Citrix or AVD
In-depth knowledge of ITIL practices
Proficiency in managing IT incidents and problems, minimizing impact on business
Non-Technical Expertise
Proven experience in IT support, preferably with a focus on executive or VIP support
Familiarity with trading systems and the financial industry is highly advantageous
Excellent communication skills, with the ability to interact effectively with high-profile individuals
Strong analytical and problem-solving skills, with a focus on root cause analysis
#LI-ME1
Requisite Skills
Additional Skills
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.
Benefits Barings offers a comprehensive benefits package including:
CORE BENEFITS & WELLNESS
Medical (including Virtual Care), Prescription, Dental, and Vision Coverage
Fitness Center Reimbursement Program (Including Online Memberships)
Employee Assistance Program (EAP)
Fertility Benefits
FINANCIAL WELL-BEING
Highly competitive 401(k) Plan with Company Match
Health Savings Account (HSA) with Company Contributions
Flexible Spending Accounts (FSA) - Health Care & Dependent Care
Retirement Health Reimbursement Account
LIFE INSURANCE
Basic and Supplemental Life Insurance
Spouse and Child Life Insurance
TIME OFF, DISABILITY AND LEAVE OF ABSENCE
Paid Vacation, Sick Days and Annual Holidays
Paid Leave of Absences (Maternity Leave, Parental Leave, Caregiver Leave, Bereavement Time)
Short and Long Term Disability Plans
Paid Volunteer Time
OTHER BENEFITS
Education Assistance Program
Charitable Matching Gifts Program
Commuter Reimbursement Program
Adoption and Surrogacy Reimbursement Program
#J-18808-Ljbffr