Service Desk Analyst - Remote

Overview

The Maples Group is a standard bearer in financial and legal services, trusted by many of the world’s largest hedge fund managers, private equity firms and international corporations. Our distinction flows from our carefully curated team: 2,500+ professionals characterised by tenacity, ethics and exacting excellence. Operating in key financial centres across the Americas, Asia, Europe and the Middle East, our international presence offers a unique springboard for career development and cross-cultural immersion. Our side-by-side financial and legal services are similarly ripe for interdisciplinary learning and growth.

The Maples Group looks to add a Cayman Islands based Service Desk Analyst to our team and invites eager and qualified candidates to apply. We are committed to diversity, inclusion and equality of opportunity as we attract, retain and develop world-class talent.

In Short

• Providing excellent quality remote support via phone and email as part of a larger Global IT support team
• Troubleshooting, diagnosing and resolving standard desktop applications – MS Office 2016, Outlook, Citrix desktops, Windows 10 and bespoke applications
• Management of mobile devices/virtualised desktop environments
• Taking ownership of Incidents, setting and meeting expectations and communicating frequently with users throughout the Incident lifecycle
• Ensuring Incidents are fully documented in our call logging tool ServiceNow with all actions and issues resolved within agreed service levels
• Queue management, ensuring that prompt action is taken where necessary
• Produce and maintain knowledge articles related to IT systems, processes and Incident resolutions
• Identify and flag reoccurring Incidents by logging them as Problem records
• Ensure that the Service Desk best practices are adhered to with a customer first approach
• Actively review working practices and recommend effective improvements against current service and support levels

Requirements

• A relevant IT Degree and experience supporting and deploying software and supporting the infrastructure
• Two years' experience in a Helpdesk/Service Desk support role
• Working knowledge of Filesite
• Experience working in an ITIL environment
• Knowledge of PC hardware troubleshooting, configuration and set up
• Practical knowledge of network infrastructure with an understanding of the key components and how to perform basic problem solving
• Ability to build rapport with clients, other support teams and external service providers
• Good team player with excellent communication skills and a high service delivery mind-set
• Ability to work on own initiative and under pressure while still maintaining a high focus on attention to detail.
• Willingness to own a customer issue and see it through to resolution

Benefits

• Comprehensive health coverage (medical, dental and optical)
• Competitive vacation packages
• Educational assistance and professional development programmes
• Savings or pension plan
• Life insurance
• Travel insurance
• Global mental wellness programme
• Sports clubs and social events