IT Support Engineer - Canary Wharf, United Kingdom - vertex-it-solutions

vertex-it-solutions

Verified Company

Canary Wharf, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

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Description

This is a desktop support role based on the trade floor at a large investment bank.

This role is for an experienced desktop support specialist with a minimum of 5 years' software experience dealing with critical business systems in a front office environment,to work in a Sales and Trading area in accordance with SLA/OLA definitions and targets while demonstrating high levels of customer care and behaviour at all times.

You will need to pass the "
Sterling Check" process as part of these role.

Responsibilities

Level 3 type escalations for complex technical issues and root cause analysis.
Effectively use and manage Service Now to handle and update calls.
Demonstrate high levels of customer care behaviours at all times and adopt an approach that shows consistent commitment to providing a customer focused quality service.
Work across lines of service to ensure a coordinated approach to providing support for the customer.
Cooperate with other DSS teams and 3rd parties to ensure all services are delivered within service level targets and according to best practice.
Carry out incident and change activity delivering the productivity levels expected by Desktop
Support colleagues by sharing knowledge and assisting them in the successful delivery of common
Ability to work well under pressure and to tight timescales.
Assist with identifying team training and development needs, both technical and nontechnical to support the Staff Dialogue and Development process.
Manage own workload to ensure that assigned activities are completed within targets defined within SLA's/OLA's.
Identify ways of improving productivity and lowering costs which provides enhanced service value for Customer and/or cost savings for the client.

Key Skills, Experience & Qualifications

Experience working in finance industry, investment banking.
Deskside support technical experience operating within a complex environment with demonstrable experience in providing a level of second level technical support within a team.
Experience of managing work packages dealing with third party suppliers and internal business units within a client service organisation
Broad understanding of financial markets
Demonstrable experience of project management methodologies.
Excellent communication and interpersonal skills
Good negotiating skills
Experience in dealing with customers with tact and diplomacy using demonstrable interpersonal and communication skills
An excellent understanding of ITIL Service Support, delivery disciplines and methodologies
Experience using a help desk call management system
Strong technical grasp of strategic platforms such as Microsoft Windows, Networking and Security, WAN, LAN, and Exchange 2010 onwards.
Experience of market data feeds and troubleshooting Excel Addins. MCSE qualification and PowerShell is desirable
5 Years' minimum software experience dealing with critical business systems with 2 years in investment banking