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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