Service Desk Support Analyst

Are you interested in joining a global team that sets the standard in tech innovation and exceptional customer engagement? Macquarie is looking for a dynamic individual ready to join our team as a Service Desk Support Analyst in Philadelphia.

Your key responsibilities include:

• Act as a first point of contact for users striving towards first call resolution but able to escalate when needed.
• Deliver advanced hands-on and remote support for critical end-user computing tasks, such as telephony (Cisco and dealer voice), mobile devices (iOS and Android), and video conferencing systems (Zoom).
• Engage in collaborative efforts with second and third level technology teams, both domestically and internationally, to resolve complex or urgent issues.
• Create and manage detailed logs of incidents and requests, identifying trends.
• Handle user requests and incidents through multiple channels including walk-ups, chats, email, MS Teams, and ticketing systems.
• Building and deploying PCs and laptops.
• Assisting trading personnel in ensuring their applications are optimized on those devices.
• Providing after-hours and weekend support (approximately one weekend per month), including onsite project activities, building power downs, technology upgrades, etc.
• Travel as required to other locations within the US and Canada to support project initiatives.
• This is a hybrid role requiring 3 days a week in our Philadelphia office.

What You Bring to the Table:

• Prior experience in a corporate IT environment, ideally in a role requiring fast paced, high-level support.
• Outstanding interpersonal skills for professional interactions with staff, both in person and via remote communication tools.
• A passion for technology and a proven track record of leveraging technology to solve complex issues and exceed customer expectations.
• Knowledge of technologies, including iOS, VMWare Horizon client, Global Protect VPN, Cisco telephony, Workplace ONE Mobile Device Management, and various market data applications like Bloomberg, Fidessa, ICE, FactSet.
• Strong communication and stakeholder management skills; skilled at communicating, presenting, and generating enthusiasm and buy-in for ideas and solutions.
• Proven capability to balance high-volume workloads with detailed analytical troubleshooting and complex problem resolution.
• Exceptional sense of ownership and accountability for tasks and challenges, even under high-pressure situations.
• Be a strong, dynamic character, capable of collaborating effectively with colleagues and business users working in a constantly evolving environment.
• A Bachelor's degree in Computer Science, Engineering, or a related field is preferred.

About the Corporate Operations Group

In our Corporate Operations Group, you will work at the heart of Macquarie. Join a collaborative team who accelerate digitalisation, sustainability and social impact for the benefit of our people, customers, shareholders and communities. Our teams include technology, digital transformation and data, operations, human resources, business services, corporate strategy and solutions and the Macquarie Group Foundation.

Our commitment to Diversity, Equity and Inclusion

We are committed to providing a working environment that embraces diversity, equity and inclusion. As an inclusive employer, Macquarie does not discriminate on the grounds of age, disability, sex, sexual orientation, gender identity or expression, marriage, civil partnership, pregnancy, maternity, race (including color and ethnic or national origins), religion or belief.

A career at Macquarie means you'll have the opportunity to develop new skills, explore interesting fields and do challenging work that will impact the lives of people around the world-whether it's accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure. At Macquarie, we're empowering people to innovate and invest for a better future.

Macquarie is a global financial group providing clients with asset management, retail and business banking, wealth management, leasing and asset financing, market access, commodity trading, renewables development, specialist advisory, capital raising and principal investment.

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