About Rimes
Rimes provides enterprise data management solutions to the global investment community. Driven by our passion for solving the most complex data problems, we provide our clients with investment intelligence that powers more than US$75 trillion in assets under management annually. The world’s leading institutional investors, asset managers and service providers rely on Rimes to help them make better investment decisions using accurate information and industry-leading technology.
The Opportunity
The Information Technology group is the backbone of our corporation, ensuring that technical infrastructure, security, and data are secure, high-performing, compliant, and optimized for a world-class customer experience. We serve both internal and external clients globally. Our team operates in a follow-the-sun model, working around the clock to deliver proactive and innovative solutions that meet the evolving needs of our customers.
What You Will Do
- Act as the initial point of contact for escalated queries, resolving issues before passing them to 3rd line support.
- Coordinate and manage major incidents, supporting the Service Desk with escalations.
- Mentor and guide team members to enhance service excellence.
- Lead coaching sessions, review call records, role-play scenarios, and promote customer service best practices.
- Collaborate with third-party support providers to ensure smooth service operations.
- Support the Change Management team with changes impacting the Service Desk.
- Contribute to projects that optimize the operating environment.
- Provide technical troubleshooting assistance and guidance to the team, ensuring professional call management.
- Offer timely feedback to support team members' coaching and development.
- Work effectively with cross-functional teams in a fast-paced, dynamic environment.
- Be proactive in continuous learning and contributing to the team’s success.
- Assist in the design and implementation of support solutions that address business needs.
- Respond to incidents and requests via phone, email, and the Self-Service Portal for internal users and occasionally external clients.
- Provide regular updates to users on the progress of issues or requests.
- Assist HR and Business Services with onboarding new starters and offboarding leavers.
- Provide support across different time zones as required.
Who You Are
- Strong problem diagnosis and troubleshooting skills.
- Ability to make sound decisions, show initiative, and utilize resources effectively.
- Comfortable receiving and delivering feedback to and from multiple audiences.
- Expert understanding of IT support procedures and administration.
- Strong background in Microsoft products and MS Office (including Outlook).
- Experience with Active Directory and user administration in a Windows environment.
- A collaborative team player with a focus on achieving group goals.
- General understanding of IT security principles.
- Knowledge of Powershell and Python is a plus.
- Experience in Agile Project Management is a plus.
- Industry certifications (e.g., Microsoft, Cisco, AWS, VMware, Citrix) are a plus.
Additional Information
-
Work Schedule: EMEA hours
-
Work Environment: Hybrid setup with flexibility for work-from-home (WFH) days, complemented by in-office collaboration to foster team engagement and company culture.
Benefits
You’ll enjoy the following benefits starting on your first day:
- HMO coverage for yourself and 2 dependents
- Medical and wellness reimbursement
- Monthly transportation allowance and rice allowance
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.
Visit our Careers page to see our complete listings.
