Global Service Desk Analyst II

About Rimes

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.

The Level 2 GSD Analyst 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.

• Core Responsibilities and Required Competencies
• BAU Escalation Handling
• Handle escalations from L1 with advanced troubleshooting
• User provisioning/de-provisioning and advanced access management (on/off-boarding, account amendments)
• Handle SFTP client connection issues and requests
• Advanced Troubleshooting
• Advanced troubleshooting across OS, M365, networking, and endpoint security
• Device/application installation & troubleshooting (O365 Enterprise, Teams, VPN/WARP, printing, A/V conferencing)
• Interpret logs, dashboards, and monitoring tools to isolate root causes
• Lead incident ownership for high-severity or complex cases
• Endpoint & Patch Management
• Endpoint provisioning via Autopilot, Intune, and PDQ
• Application packaging and patching (e.g., Patch My PC)
• Support vulnerability remediation cycles

Monitoring

• Production Server Alert monitoring
• Foundry High-Severity Alert monitoring
• Escalate and document alerts per runbook
• Hardware and Software Asset Management
• Receive hardware from procurement/vendors; validate completeness (model, serial, quantity, accessories)
• Tag assets and ensure correct unique identifiers (serial number, asset tag)
• Create/verify asset records in CMDB (ownership, location, cost center, warranty)
• Perform initial readiness checks (boot test, battery/charger)
• Act as L2 escalation for hardware tickets (repeated failure, degradation, incorrect assignment)
• Troubleshoot: hardware defect vs. configuration vs. usage related cause
• Validate software requests (title/version, justification, approvals)
• Ensure license availability before deployment; record assignments in SAM system
• Assign and reclaim licenses from leavers, inactive users, and unused software
• Support license lifecycle: expiry tracking, upgrade/downgrade, decommission cleanup
• Projects and Continuous Improvements
• Execute GSD sprint projects as assigned
• Contribute to automation and continuous improvement initiatives
• Review and improve ticket quality, categorization, and SLA performance

Required

• Bachelor’s degree in information technology, Computer Science, or a related course (or equivalent practical experience)
• 2-4 years of experience in an IT support role (service desk, desktop support, or similar)
• Demonstrated experience with Windows OS and macOS troubleshooting
• Hands-on experience with M365 administration (Exchange, Teams, SharePoint, Intune, Entra ID)
• Experience with Jira ITSM or equivalent ticketing platform
• Working knowledge of Jira Service Management (JSM): queues, request types, SLAs, workflows, and automation rules
• Basic to advanced knowledge of SFTP/FTP file transfer: client configuration, key and credential management, and troubleshooting connection and transfer failures
• Strong communication skills - written and verbal - including incident documentation
• Willing to do hybrid with 2-3x RTO
• Preferred Certifications
• ITIL Foundation (v3 or v4)
• Microsoft 365 Fundamentals (MS-900) or M365 Endpoint Administrator (MD-102)
• Azure Fundamentals (AZ-900)
• CompTIA A+ or equivalent hardware certification
• Desirable Skills
• PowerShell scripting for automation and diagnostics
• Experience with Intune/SCCM and endpoint management tooling
• Familiarity with Autopilot,Patch-My-PC, PDQ, or similar provisioning tools
• Exposure to Confluence, knowledge base management, or technical writing
• Awareness of SOC2 compliance and IT security governance principles
• Knowledge of or exposure to AI tools in an IT support context (AI assistants, Copilot, AI-assisted triage, ticket summarization, and knowledge base authoring)

Only selected candidates will be contacted for interviews. We appreciate your understanding. Thank you for considering a career with us.

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.

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