Service Desk Analyst recruitment
Main responsibilities
• Providing a world class 24/7 service to all our customers
• Take ownership, and be a central point of contact, for any issue reported by our customers ensuring professional and regular communication is provided
• Respond to all issues making sure that they are logged and progressed effectively within any defined service levels
• Supporting Front, Middle and Back office users on a shift basis
• Constantly providing updates to the knowledge base and documenting new processes
• Citrix support and administration for remote users
• Monitoring business critical processes, systems and backups
Service Desk Responsibilities
• Ensure all tasks and incidents are logged within the Service Management tool and receive regular updates
• Continuous monitoring of business critical processes, systems and backups through a variety of tools and interfaces
• Supporting Front, Middle and Back office users on a shift basis
• Record, track and update all incidents, problems and changes.
• Citrix support for remote users.
• 1st /2nd line support of all desktop software and hardware including proprietary trading applications
• 1st /2nd line support of our communications and Enterprise environment
• 1st /2nd line support of market data applications including Reuters, Bloomberg, Trayport and GE
• 1st/2nd line support of printer and fax hardware
• Creation and administration of user accounts in Active Directory, Lotus Notes and Exchange
• Support Blackberry handheld devices
• Escalation of support requests to specialist teams where necessary while remaining ownership of the call
• Auditing infrastructure inventory and managing consumable stock levels
• Carrying out various ad hoc IT projects and delegated tasks
Experience required
• Experience of working in a pressurised Trade Floor environment.
• Proven experience of providing a quality customer service
• MCSE or significant experience working with Microsoft Operating Systems and applications required.
• Proven experience in delivering desired results to deadlines
Technical requirements
• Windows XP/7, Internet Explorer, Active Directory and MS Office 2007 Suites
• Exchange client support – Outlook 2007
• Citrix
• TCP/IP
• JRE
• ITIL
Person specification
• Excellent customer service skills
• Self-motivated individual
• Ability to multi-task and work well in a pressured environment
• Excellent analytical skills
• Proactive attitude