Job Objectives
This is a support position in the Dealing Support team. You will report to the Dealing Support Manager, you will work closely with all technology teams across the organisation.
Responsibilities
· Contribute to the overall success of the Dealing Room Support, ensuring specific individual goals, plans; initiatives are executed/delivered in support of the team’s business strategies and objectives. Ensure all activities conducted are compliant with governing regulations, internal policies and procedures
· First and second level technical system support to all production systems being used by the users
· Manage and maintain the currency of all issues in a manner which provides high quality support services to its users
· Liaise with second and third level support when applicable and provide recommendations to management with regards to resolution
· Provide effective day-to-day end user technical support to all the trade floor users on production systems including PCs, printers, applications and trading phone systems
· Perform PC refresh, plan and deploy for new hire, installation of equipment, PC moves service
· request within SLA and ensure assets tracking is updated
· Record and maintain assets inventory system
· Must accurately record, update ticket in ITSM system
· Prepare and update technical documentation
· Determine the best solution based on the issue and details provided by users
· Identify and escalate business and technical challenges
· Communicate with other technical teams, clients and managers in a professional manner as situations arise, and at regular intervals ensuring that all parties involved are kept up to date at all times
· To succeed in this Dealing Room/Trade Floor Support role, the staff needs to have strong endto-end knowledge of infrastructure, desktop, trade floor/dealing room and market data with any experience working within financial services being desirable.
Qualifications
· Experienced and skilled working with Wintel desktops/laptop
· Microsoft Office: Advanced of Word, Excel, Access and PowerPoint
· Experienced in Market data systems: Bloomberg and Thomson Reuters Eikon
· Experienced in Trading systems: Thomson Reuters FX Trading, EBS, etc Basic TCP/IP networking knowledge and troubleshooting skills
· Undergraduate Degree in Computer Science or technical equivalent
· Four to five years' technical work experience
· One to three years' trade floor support experience is preferred
· ITIL certification preferred
· Excellent verbal and written communication skills are essential
· Excellent organization skills and ability to manage multiple complex initiatives
· Ability to prioritize and multi-task in a fast-paced/demanding environment
· Strong analytical and problem-solving
· Strong interpersonal/relationship-building skills and customer service values/practices
· Excellent communications skills (written and verbal), capable of bridging the gap between technology and business functions
· Ability to create technical documentation.
· Willingness to accept additional responsibilities
· Strong customer service and communication skills with a focus on rapport-building, listening and questioning skills
· Ability to work effectively in a team with minimal supervision
· Ability to quickly absorb and retain information
· Keen attention to detail
· Must be highly motivated individual that can work as part of a team to accomplish goals
