Global Service Desk Analyst
Posted 4 Sep 2026
Advertised as “Global Service Desk Analyst II”
BranchFactor Summary
The original posting with the fluff stripped out
- Level
- II
- Expected experience
- 2–4 yrs
- Management level
- Individual contributor
- Employment
- Hybrid
No salary listed for this role.
Field of studyComputer Science, Information Technology (or related)
Study levelBachelor's
CertificationsITIL Foundation, Microsoft 365 Fundamentals (MS-900), Azure Fundamentals (AZ-900), CompTIA A+
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)