Global Service Desk Analyst II at Rimes Technologies

<div class="content-intro"><p><strong>About Rimes</strong></p> <p>Rimes provides the Intelligence Fabric for Capital Markets, a trusted data network and intelligence architecture that transforms fragmented data, operations and workflows into decision-grade intelligence. The world’s leading institutional investors, asset managers, and service providers rely on Rimes to help them make better investment decisions that power more than US$ 75 trillion in AUM annually.</p></div><p>The <strong>Level 2 GSD Analyst </strong>performs Level 2 responsibilities, providing advanced troubleshooting, escalation ownership, and technical depth across Rimes global operations. This role serves as a critical escalation bridge between frontline support and specialist resolver teams, ensuring complex incidents are resolved efficiently while maintaining a high standard of ticket quality, knowledge management, and service delivery.</p> <p><strong>Core Responsibilities and Required Competencies</strong></p> <p><strong>BAU Escalation Handling</strong></p> <ul> <li class="pf0"><span class="cf0">Handle escalations from L1 with advanced troubleshooting&nbsp;</span></li> <li class="pf0"><span class="cf0">User provisioning/de-provisioning and advanced access management (on/off-boarding, account amendments) </span></li> <li class="pf0"><span class="cf0">Handle SFTP client connection issues and requests&nbsp;</span></li> </ul> <p><strong><span class="cf0">Advanced Troubleshooting</span></strong></p> <ul> <li class="pf0"><span class="cf0">Advanced troubleshooting across OS, M365, networking, and endpoint security </span></li> <li class="pf0"><span class="cf0">Device/application installation &amp; troubleshooting (O365 Enterprise, Teams, VPN/WARP, printing, A/V conferencing) </span></li> <li class="pf0"><span class="cf0">Interpret logs, dashboards, and monitoring tools to isolate root causes </span></li> <li class="pf0"><span class="cf0">Lead incident ownership for high-severity or complex cases&nbsp;</span></li> </ul> <p><strong><span class="cf0">Endpoint &amp; Patch Management</span></strong></p> <ul> <li class="pf0"><span class="cf0">Endpoint provisioning via Autopilot, Intune, and PDQ </span></li> <li class="pf0"><span class="cf0">Application packaging and patching (e.g., Patch My PC) </span></li> <li class="pf0"><span class="cf0">Support vulnerability remediation cycles&nbsp;</span></li> </ul> <p><strong><span class="cf0">Monitoring</span></strong></p> <ul> <li class="pf0"><span class="cf0">Production Server Alert monitoring </span></li> <li class="pf0"><span class="cf0">Foundry High-Severity Alert monitoring </span></li> <li class="pf0"><span class="cf0">Escalate and document alerts per runbook&nbsp;</span></li> </ul> <p><strong><span class="cf0">Hardware and Software Asset Management</span></strong></p> <ul> <li class="pf0"><span class="cf0">Receive hardware from procurement/vendors; validate completeness (model, serial, quantity, accessories) </span></li> <li class="pf0"><span class="cf0">Tag assets and ensure correct unique identifiers (serial number, asset tag) </span></li> <li class="pf0"><span class="cf0">Create/verify asset records in CMDB (ownership, location, cost center, warranty) </span></li> <li class="pf0"><span class="cf0">Perform initial readiness checks (boot test, battery/charger) </span></li> <li class="pf0"><span class="cf0">Act as L2 escalation for hardware tickets (repeated failure, degradation, incorrect assignment) </span></li> <li class="pf0"><span class="cf0">Troubleshoot: hardware defect vs. configuration vs. usage related cause</span></li> <li class="pf0"><span class="cf0">Validate software requests (title/version, justification, approvals)</span></li> <li class="pf0"><span class="cf0">Ensure license availability before deployment; record assignments in SAM system </span></li> <li class="pf0"><span class="cf0">Assign and reclaim licenses from leavers, inactive users, and unused software </span></li> <li class="pf0"><span class="cf0">Support license lifecycle: expiry tracking, upgrade/downgrade, decommission cleanup&nbsp;</span></li> </ul> <p><strong><span class="cf0">Projects and Continuous Improvements</span></strong></p> <ul> <li class="pf0"><span class="cf0">Execute GSD sprint projects as assigned </span></li> <li class="pf0"><span class="cf0">Contribute to automation and continuous improvement initiatives </span></li> <li class="pf0"><span class="cf0">Review and improve ticket quality, categorization, and SLA performance&nbsp;</span></li> </ul> <p class="pf0"><span class="cf0"><strong>Required</strong> </span></p> <ul> <li class="pf0"><span class="cf0">Bachelor’s degree in information technology, Computer Science, or a related course (or equivalent practical experience)&nbsp;</span></li> <li class="pf0"><span class="cf0">2-4 years of experience in an IT support role (service desk, desktop support, or similar) </span></li> <li class="pf0"><span class="cf0">Demonstrated experience with Windows OS and macOS troubleshooting </span></li> <li class="pf0"><span class="cf0">Hands-on experience with M365 administration (Exchange, Teams, SharePoint, Intune, Entra ID) </span></li> <li class="pf0"><span class="cf0">Experience with Jira ITSM or equivalent ticketing platform </span></li> <li class="pf0"><span class="cf0">Working knowledge of Jira Service Management (JSM): queues, request types, SLAs, workflows, and automation rules&nbsp;</span></li> <li class="pf0"><span class="cf0">Basic to advanced knowledge of SFTP/FTP file transfer: client configuration, key and credential management, and troubleshooting connection and transfer failures&nbsp;</span></li> <li class="pf0"><span class="cf0">Strong communication skills - written and verbal - including incident documentation</span></li> <li class="pf0"><span class="cf0">Willing to do hybrid with 2-3x RTO</span></li> </ul> <p><strong><span class="cf0">Preferred Certifications</span></strong></p> <ul> <li class="pf0"><span class="cf0">ITIL Foundation (v3 or v4) </span></li> <li class="pf0"><span class="cf0">Microsoft 365 Fundamentals (MS-900) or M365 Endpoint Administrator (MD-102) </span></li> <li class="pf0"><span class="cf0">Azure Fundamentals (AZ-900) </span></li> <li class="pf0"><span class="cf0">CompTIA A+ or equivalent hardware certification</span></li> </ul> <p><strong><span class="cf0">Desirable Skills</span></strong></p> <ul> <li class="pf0"><span class="cf0">PowerShell scripting for automation and diagnostics </span></li> <li class="pf0"><span class="cf0">Experience with Intune/SCCM and endpoint management tooling </span></li> <li class="pf0"><span class="cf0">Familiarity with Autopilot,Patch-My-PC, PDQ, or similar provisioning tools </span></li> <li class="pf0"><span class="cf0">Exposure to Confluence, knowledge base management, or technical writing </span></li> <li class="pf0"><span class="cf0">Awareness of SOC2 compliance and IT security governance principles </span></li> <li class="pf0"><span class="cf0">Knowledge of or exposure to AI tools in an IT support context (AI assistants, Copilot, AI-assisted triage, ticket summarization, and knowledge base authoring)&nbsp;</span></li> </ul> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p><div class="content-conclusion"><p><em>Only selected candidates will be contacted for interviews. We appreciate your understanding. Thank you for considering a career with us.</em></p> <p>Rimes is committed to promote the values of diversity and inclusion throughout the business. Whether it’s through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.</p> <p>Visit our <a href="https://www.rimes.com/careers">Careers</a> page to see our complete listings.</p></div>