Service Desk Analyst

Job Title: Service Desk Analyst

Location: Charlotte, NC

Job-Type: Contract

Referral Fee: $500

Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly (we are not open to contract or “corp to corp” agreements).

Position Overview:

Gravity is looking for a Desktop Support Analyst to provide support to the Charlotte office and remote support to other regional locations. This role has a 5 day a week onsite requirement to the headquarters in Uptown.

The successful candidate will have 4+ years of experience in a Service Desk, customer support-based role. The primary function is to ensure a positive user experience for the client's associates in Charlotte and Singapore offices. The role will require someone who can establish effective relationships with business partners locally and act to ensure consistency in successful support.

Our client is a global investment management firm. They source differentiated opportunities and build long-term portfolios across public and private fixed income, real estate, ad specialist equity markets. With investment professionals based across the globe, the firm is able to effectively serve its clients and their 350 billion AUM.

Duties & Responsibilities:

· Ensure a normal level of service is maintained, take necessary actions to restore a service to normal operation when there is a negative impact to regional business operations.

· Escalate procedures when necessary, making sure a service is executed by the appropriate party.

· Use ServiceNow for incident management and ensure that problems are resolved in a timely and high-quality manner.

· Partner with global team to ensure appropriate knowledge management standards are maintained to support global service delivery efforts.

· Participate in local and global initiatives, supporting the needs of local business partners as well as the objectives and outcomes.

Required Experience & Skills:

· 4+ years of experience in a Desktop Support or Service Desk role

· 4+ years of experience and a strong knowledge of ITIL foundation concepts

· 4+ years of experience and strong knowledge of technical endpoints, A/V room technology, client applications, and other related technologies

· Experience with ServiceNow preferred

· Bachelor's degree preferred