Senior IT Analyst

hace 2 semanas

Ciudad de México, Ciudad de México Franklin Templeton Investments A tiempo completo
About the Role

Franklin Templeton Investments is seeking a highly skilled Senior IT Analyst to join our Front Office Desktop Support team. As a key member of our team, you will be responsible for providing technical support and customer service to our employees, ensuring that our IT infrastructure is running smoothly and efficiently.

Key Responsibilities
  • Provide on-site technical support and customer service to employees, including addressing technical issues, requests, and support of the IT Infrastructure.
  • Accountability for addressing technical issues in a timely manner and providing concise and timely updates.
  • Address issues that arise within the local office and tickets for local and remote users routed from the service desk.
  • Coordinate, set up, and support technologies used in Conference Rooms.
  • Provide Audio Visual support for large internal and external meetings in the Office and external facilities.
  • Train users on new technologies in the space.
  • Provide support for trading and investment management technologies.
  • Provide education on information technology issues/services to employees enterprise-wide.
  • Develop, document, and implement standard operating procedures and customer service guidelines relating to remote and localized IT support.
  • Actively participate in team meetings.
  • Order and maintain inventory of IT assets.
  • Handle project work related to acquisitions and integration of companies.
  • Coordinate and support office moves, and user restacks.
  • Function as an active advocate for the customer within IT and with outside technical groups.
  • Escalate issues to the appropriate teams and drive to closure.
  • Manage the ticketing queues to ensure issues are prioritized and actioned.
  • Provide backup assistance to peers when needed.
  • Follow company guidelines, processes, and standards.
  • Assist in creation of technical documentation and manuals regarding standard operating procedures and customer service guidelines relating to remote and localized IT support.
Requirements
  • Bachelor's or higher degree in computer science or related field.
  • Minimum of 5 years in a similar, fast-paced and dynamic environment in a desktop support role.
  • Excellent skills and abilities in organization, planning, multi-tasking, and flexibility.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and critical thinking skills.
  • Ability to actively participate as part of a team as well as work independently.
  • Strong service delivery and customer management skills for local and remote users.
  • Proficient in supporting Windows 10, Windows 11, Office 365, iOS, and Mobile Technologies.
  • Reliable transportation - mileage will be reimbursed when travel to a non-primary office is required.
Preferred Qualifications
  • Experience supporting multiple facets of the business in a corporate environment strongly preferred.
  • Experience using ServiceNow Ticketing system.
  • Domain understanding of the Financial Services, or other highly-regulated, industry.

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