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
