Job Description

Reference # : 20-00748Title : Helpdesk Expert
Location : SAN ANTONIO
Position Type : Contract
Experience Level : Start Date : 06/29/2020
Our client, a leading global financial services company, has approximately 200 million customer accounts and does business in more than 140 countries. They provide consumers, corporations, governments and institutions with financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

The Helpdesk Expert will need to be able to provide a high level of technical support to the various Markets and Investment Banking Businesses.
Also required is a good understanding of the current technological and business processes employed in the trade floor / Investment Banking environment.
In addition, they will be required to ensure the response levels for the Client Service Centre's phone systems and incident management queues are maintained.
This may require escalation to other teams, both internal and external in order to deliver the expected level of service for the Business.
A combination of 1st line resolution over the phone as well as efficient 2nd line incident management techniques is needed to evaluate and implement changes for the business.
Also must implement other changes across the Desktop environment and infrastructure it uses.
In addition to providing a consistent approach to reporting and managing the delivery of projects is expected.
Expected to ensuring appropriate controls of resources avoiding any unnecessary risk to the business.

Job Background/Context:
This role will be based in San Antonio supporting Trading & Investment Banking Floors globally, working in a dedicated team of Service Desk support analysts.
The individual needs to be able to demonstrate the willingness to learn quickly and understand the environment they support.
The individual will be part of a team and be expected to support approximately 19000+ users with over 25000 desktops, plus laptop and Blackberry devices.
The role requires an effective organizer and confident individual who will demonstrate control over this highly changeable and dynamic environment.
This role will suit someone who has a strong desktop support background, with people management skills and wants to progress into a more high profile role within the sales and trading environment.
The Service Desk currently provides coverage 24x7 from Sunday to Saturday and implements a follow the sun model between Belfast and San Antonio.
The shift pattern includes a regular night shift as part of the rotation and on occasion there may be a requirement for weekend coverage in support of our clients and other service desk projects.
Although being part of a team, you will be expected to work un-supervised on occasion and manage your workload effectively.
Ensure that the correct level of focus is applied to the Client Service Centre's incident management queues to ensure that departmental ticket response times are met or exceeded.
Respond to inbound calls to the Client Service Centre in a professional and efficient manner, dealing with and resolving as many desktop issues as possible over the phone and by remote console.
Be situated at the Client Service Centre on a rotational basis and acting as a partner the greater Client Service Centre team in the event of a COB based scenario.
Directly assist clients with any end-user issue for general faults, request identification and resolution.
Dealing with customer non-fault related requests e.g. Moves, Changes and Installations, data and application access, including setting up for new hires for technology requirements.
Function as part of a complete service team providing the solution most effective to meet our customer's needs, to deliver the services they require and to improve our products and services to them.
Regularly identify repetitive faults through communication with other groups and statistics available from Problem Management systems Investigate and implement permanent fixes.
Liaise with business areas providing guidance and solutions; identify technology enhancements pro-actively with a view to improving day-to-day productivity.
Be involved in the test and implementation phases for changes and enhancements of systems and applications used by the business units.
Take the lead on particular tasks or projects affecting our clients, manage and report on progress to service desk group manager and /or Senior Management as required.
As the team specialist, there will be an expectation on the individual to show leadership and take on ad-hoc projects whilst working on BAU.
Act as a deputy in the absence of the Client Service Centre team lead and direct and staff as required for operational effectiveness of the service desk and individual performance.
Exceptional Customer service skills are needed to act as the face of Technology to our client base. With the ability to communicate concisely with senior personnel.
Contribute to documentation as required.

Development Value:
*Exposure to the demanding Front Office business environment.
*Increase in technical support knowledge with current Trading applications.
*Opportunity to take part in major projects within the Trading Floor Support Team. This can be anything from implementing bespoke applications into selected Business Areas,
providing guidance and assistance to ensure timely delivery of required operating system upgrades to supporting major moves and COB duties. The list above is not exhaustive.

The individual needs to have a good understanding of the dynamics of a busy and demanding support environment. Previous Trading Floor / Banking experience is essential.
They must be able to deal with all levels of individual in a fair and professional manner, coupled with the confidence to adhere to agreed procedures to avoid unwarranted risks.
This role will suit someone who has a good support background alongside strong people management skills, and wants to progress into a more high profile role on a busy Trading Floor / Banking environment.

Rotating shift schedule: Morning shift schedule 7-3:30, rotating every 4th week.
M-F (7am-3:30pm)
S-TH (15:30-00:00)
occasional weekend work, Holiday work


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