Support Analyst 1 recruitment
ABOUT PATSYSTEMS
Patsystems delivers tailored solutions, built from modular components, to enhance derivatives trading performance and trade processing. Our solutions include real-time risk management tools, comprehensive exchange systems and robust trading systems with extensive market connectivity.
We work in partnership with our customers to deliver robust systems that align with their business strategies – and have done since our foundation in 1994.
The world's leading banks, trading houses, hedge funds and professional traders rely on Patsystems technology for electronic trading in derivatives, FX, energy and other asset classes.
BRIEF DESCRIPTION:
We are seeking an IT professional to work as First Line Support Analyst on the Patsystems Global Support Desk (GSD). GSD has an excellent reputation across our customer base, which includes many of the world’s biggest financial institutions.
Supporting the various Patsystems components is a challenging role and after 6 months working in this environment you’ll be an important member of GSD and be able to support a wide range of software running on a variety of platforms. You will have a good understanding of electronic derivatives trading, exchange connectivity and risk management.
The position will require out of normal office hours support; currently the day shifts are 7.5 hours with support teams covering from 08:00 – 16:30 Singapore time Monday to Friday.
MAIN ACTIVITIES:
GSD is composed of two teams of support staff, which combine to provide first, second and third line software support for the Patsystems applications running on our customer sites. The teams work closely together and are well integrated, however the role of first line support concentrates on the following activities:
• Provide the initial point of contact for Patsystems customers. This involves taking calls and emails from customers covering a wide variety of software issues and queries. This is the key activity for this post and first line analysts have very close working relationships with our customers.
• To be the initial point of escalation for serious issues whether caused by software, hardware or exchange issues. When there is a serious trading issue it is essential that the GSD, the customer and often the exchange work closely and efficiently together to provide a rapid and effective resolution.
• Keeping the customer updated whilst issues are being investigated is a very important aspect of first line support. First line support is the interface to our customers during issue resolution.
• Work with, and co-ordinate between, different Patsystems teams in multiple locations to be proactive in resolving customer problems.
• To become an expert in the Patsystems trading front ends and risk management solutions and be able to troubleshoot issues, answer questions and recreate software faults.
• To become an expert using the Patsystems System and Risk Administration (SARA) software.
• To be involved in the Patsystems third party API conformance program.
All support is provided through remote connectivity to customer installations and with this access, GSD are able to provide temporary and permanent software fixes, log file analysis, software upgrades and general system monitoring.
SKILLS/ EXPERIENCE REQUIRED:
Essential
• Previous IT helpdesk experience i.e. managing helpdesk calls, keeping customers updated and escalating where necessary
• Excellent English communications skills, both verbal and written
• Good basic IT understanding, very familiar with Windows platform
• Good application support experience with a proven ability to learn new and complex software applications
• Significant experience offering remote IT support
Experience of the following would be an advantage
• Knowledge of electronic derivates trading
• Experience working shifts
Mandarin, Cantonese, Malay, Korean or Japanese language skills
COMPETENCIES:
We are looking for a candidate with the following skills and experience:
- Good team worker
- Able to organize own work and demonstrate good judgement in prioritising.
- Able to handle conflict with dissatisfied customers
- Capable of building and maintaining customers’ confidence
- Good attention to detail and focused on getting things right first time
- Committed to resolving problems for customer, even at personal inconvenience.
- Outstanding English written and verbal communication skills.
HOURS OF WORK:
GSD provides a 24x6 ‘follow the sun’ support model using 3 shifts across the Asia Pacific, UK and US. GSD shifts follow our EOD/SOD period defined in GMT and will therefore move to align with London DST changes.
The Singapore desk works from 08:00 to 16:30.
LOCATION:
Singapore. However from time to time the jobholder may be required to visit other Patsystems offices and customer sites for short periods.
The details contained in this job description may change from time-to-time in-line with company requirements.
Kindly note that only successful candidates will be notified.