Technical Support Analyst
2019-03-15 11:07:20
2019-04-13 23:59:59
- Woking, Surrey
- £35,000 YEAR
- 13th Apr ’19
- Closed
The Company
A leading supplier of global financial trading software. The company has offices in and development centres located in each major international region. They are listed on the London Stock Exchange and globally renowned for their financial software products. Their applications are sold in all of the world's major financial centres to top-tier investment banks.
The Role
This is an opportunity to join a fast-paced first-line service support desk within the financial markets. You will be responsible for on-site and remote support to users and traders, which will involve building long-term client rapport.
Some of the duties include:
- Receives all client raised incidents and enters on the internal call logging system.
- Analyses each call, using business acumen to identify the nature of the incident and action appropriately.
- Deals with calls immediately, either independently or by passing to the appropriate team to ensure optimum resolution.
- Works to improve knowledge and skills to increase 1st line resolution within the service desk.
- Attends client site to assist with issue resolution and increase business knowledge where requested.
- Develops strong working relationships with other departments to assist with the delivery of our service to clients.
- Adheres to "best practice" and department procedures for client communications, incident progression and investigation.
- Participates in the team shift patterns and assists with weekend work and out of hours escalation when required.
Requirements
This is a technical role and we are looking for someone who has the following skills:
- Ability to read and understand code in one or more of the following: C++, TCL, UNIX Scripting.
- Service desk analysts need to be dynamic, resilient and objective, delivering rapid and accurate solutions to the incidents raised by customers.
- Excellent written and verbal communication skills.
- A confident and professional manner.
- Able to manage own time and a changing workload.
- Co-operative approach to working with team members and other departments.