Senior Manager, Helpdesk (Experience in Asset Management Preferred) recruitment
- Strategic, Regional Business Responsibility
- Major Asset Management Firm – Innovative, Cutting Edge Technology
- Team Lead Position - Board Range Of Career Paths
Our client is a major asset management with a worldwide presence. They are looking for a Senior Manager/Director, Helpdesk to be based in Hong Kong, to support and continuously improve the business.
The Help Desk provides a single point of contact for problem resolution and process management and customer follow-up, for all technology related client issues requests. Unresolved events will be assigned to Level 2/Level 3 groups for Infrastructure, Database, or Equity specific applications. The Helpdesk must work effectively with these groups, keep the customers informed of status, and escalate if necessary. The team works with support groups and peers in multiple locations and time zones, including UK, USA and Asia.
Responsibilities:
- The successful candidate will need to manage a small team of 2 to 3 staff. The Manager must also be a subject matter expert, willing and able to work on Equity Trading, Research and Portfolio Management incidents, service requests and projects
- 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
- Participate in Disaster Recovery planning and exercises
- Provide operational reporting / trending of incidents
- Recommend tools processes to streamline and improve Help Desk processes
- Keep manager informed of progress in solving problems when appropriate
- 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
- Be able to travel occasionally
Requirements:
- People management skills , Customer Service skills , Problem Solving skills
- Financial Services Industry knowledge
- Equity Trading experience highly desirable
- Knowledge of Equity Research, Fixed Income Trading, or Fixed Income Research an advantage
- Experience with Fixed Income applications and Equity Applications
- An undergraduate degree is desired, preferably in computer science or finance
- IT Technical Infrastructure skills such as networks, scripting, database principle, etc
- Understanding of the following: investments, portfolio, and trading concepts; fund accounting, company and industry financial research concepts
To apply please click on the 'Apply online' button below or enter HK22697/MKWO in the 'Job Ref Number/ Keyword' section of jobsearch.hk.hudson.com or contact Gary Lam on +852 2919 6152 for a confidential discussion. Alternatively, email your resume to mignon.kwok@jobs.hudson.com quoting efinancialcareers - HK22697/MKWO . Interested parties are required to supply their valid HK ID No. or Passport No. (for overseas applicants).
Your interest will be treated in strict confidence and only shortlisted candidates will be notified.
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