Service Desk Analyst

Business Unit:

Global Information Technology

Reporting To:

Manager, Infrastructure Operations

Shift:

US/Seattle (8:30 pm - 5:30 am IST) (India)

About Russell Investments, Mumbai:

Russell Investments is a leading outsourced financial partner and global investment solutions firm providing a wide range of investment capabilities to institutional investors, financial intermediaries, and individual investors around the world. Building on an 87-year legacy of continuous innovation to deliver exceptional value to clients, Russell Investments works every day to improve the financial security of its clients. The firm is the world’s sixth-largest investment adviser, with $1 trillion in assets under advisement (as of June 30, 2022) and $288.3 billion in assets under management (as of March 31, 2023) for clients in 30 countries. Headquartered in Seattle, Washington in the United States, Russell Investments has offices around the world, including London, New York, Toronto, Sydney, Tokyo, Shanghai – and has opened a new office in Mumbai, India in June 2023.

Joining the new Mumbai office is an incredible opportunity to work closely with global stakeholders to support the technology and infrastructure that drives the investment and trading processes of a globally recognized asset management firm. Be one of the first to join this new team based out of Goregaon (East) in Mumbai and be a part of creating the foundation and culture for the firm’s growing operations in India. The Mumbai office operates 5-days a week from Monday to Friday with varying shifts to accommodate time zones around the world.

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Job Description:

We are seeking a skilled Service Desk Analyst with a minimum of 2 years of experience to join our IT support team. The Service Desk Analyst will be responsible for providing technical support and assistance to our internal users, ensuring timely resolution of IT-related issues, and maintaining high levels of customer satisfaction.

Years of Experience

2 years of experience working as Service Desk Analyst for medium to large size company.

Qualifications

Bachelor’s degree in computer science, Information Technology, or related field.

Proven experience working in a Service Desk or Help Desk role.

Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common business applications.

Familiarity with ITIL framework and best practices.

Excellent communication skills, both verbal and written.

Customer-oriented mindset with a focus on delivering high-quality support services.

Ability to prioritize tasks and work effectively under pressure.

IT certifications such as Microsoft Certified Professional (MCP), or ITIL Foundation (preferred).

Responsibilities

Respond to incoming support requests via phone, email, or ticketing system in a timely and professional manner.

Diagnose and troubleshoot technical issues related to hardware, software, network, and applications.

Escalate complex issues to appropriate IT teams for further investigation and resolution.

Provide technical guidance and training to end-users on IT systems, tools, and processes.

Document all support activities, solutions, and resolutions in the ticketing system.

Follow ITIL best practices and processes for incident management, problem management, and change management.

Collaborate with other IT teams to ensure seamless delivery of IT services and support.

Core Values

Strong interpersonal, oral, and written communication and collaboration skills with all levels of management

Strong organizational skills including the ability to adapt to shifting priorities and meet frequent deadlines,

Demonstrated proactive approach to problem-solving with strong judgment and decision-making capability.

Highly resourceful and collaborative team-player, with the ability to also be independently effective and exude initiative and a sense of urgency.

Exemplifies our customer-focused, action-oriented, results-driven culture.

Forward looking thinker, who actively seeks opportunities, has a desire for continuous learning, and proposes solutions.

Ability to act with discretion and maintain complete confidentiality.

Dedicated to the firm’s values of non-negotiable integrity, valuing our people, exceeding client expectations, and embracing intellectual curiosity and rigor.

Visit us:

R-02926