Key Responsibilities
- A highly motivated self-starter and team player, who operates successfully in an environment that is technically diverse and fast-paced.
- Initiate incident tickets follow escalation protocol, and work issues to resolution.
- Conduct initial support, classification, and prioritization activities (triage).
- Follow crisis management procedures for high impact issues based on Business Unit Impact protocol.
- Provide constant follow-up and communications for closure of daily incidents to impacted customer.
- Monitor the status and progress toward resolution of all open incidents.
- Route requests to other Support Groups when required.
- Perform root cause analysis and remediation of issues.
- Demonstrate great attention to detail and accuracy.
- Participate in Disaster Recovery planning and exercises.
- Provide operational reporting / trending of incidents.
- Be open to, and contribute to, evolution of the role and responsibilities.
- Communicate effectively on the phone, and in-person.
- Produce clear and concise written communications.
- Keep manager informed of progress in solving problems when appropriate.
- Candidate must possess organization and prioritization skills that can be applied in a demanding customer support role.
- Create clear and concise end-user documentation, to facilitate the seamless introduction of new technology & applications.
- Educate and train existing customers on new applications or infrastructure that is being rolled out
- Educate and train new starters on existing applications and infrastructure.
- Must be available to provide daily Help Desk Support coverage for designated shift.
- Establishes working relationships with Customer user base and other support teams across other regions
Key Skills/Experience
- An undergraduate degree is desired, preferably in computer science or finance.
- Experience in working for multiple locations end-user support.
- Knowledge on desktop & network infrastructure.
- Market data applications experience a plus, such as: Reuters, Bloomberg, Factset, etc.
- Cloud technology (AWS, etc) knowledge/certification would be an added advantage.
- Good to have knowledge on BT, IP phone or Cloud/Zoom phone.
- Good to have financial application knowledge such as research and trading applications.
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