Service Management Analyst will provide a range of services essential for the smooth operation of a client centric IT service model. The ideal candidate will have demonstrated the ability to provide outstanding customer service and support, as well as the ability to work independently or as part ofa team. He or she will be an energetic and enthusiastic individual. The role will require the ability to quickly diagnose and resolve issues, provide clear guidance and offer advice with patience and empathy to deliver a best in class customer service experience while managing and prioritizing workload. Proficiency in voice, mobile technology, Microsoft Windows based systems, as well as the Microsoft office suite are essential to the Service Management Analyst role. The ideal candidate will show the eagerness to learn the latest technology while also possessing the aptitude to learn new skills and technology concepts. Role: The ideal candidate will be working within a team structure to provide best in class IT services to clients across the Bank. The team provides a full range of IT related services, including PCs, laptops, thin clients, software and corporate mobile devices. Responsibilities:
- Provide onsite hands on technical support and insightful advice to customers
- Focus on providing customers with best in class support experiences
- Acknowledge and address all customer queries, requirements and needs with patience and empathy
- Provide guidance and training to customers on current technology and IT policies
- Educate customers on new technology and processes to enhance technology adaption
- Promote self-help through the self-service portals
- Manage customer expectations to enhance the overall IT support experience.
Duties:
- Quickly diagnose and resolve IT issues for customers
- Provide customers with training and advice on DB related technologies and transformations.
- Perform IMAC activities as part of the IT service offering
- Utilize Service Now to document and track all service calls
- Provide written documentation, updates and root cause analysis on IT issues to management as required
- Create knowledge articles for newly discovered issues.
- Provide start of day and end of day health checks
- Provide feedback on potential issues or concerns to mitigate future risks
Key Qualifications and Requirements:
- Ability to provide outstanding customer service and support
- Ability to use discretion to determine most urgent matters that needs their attention, depending on their knowledge of the business impact of the issue/request
- Ability to maintain composure and customer focus in high pressure situations
- Ability to troubleshoot and remediate complex issues in trading floor systems, the Service Management Analyst in Local Services analyses and modifies the computers operating systems and applications in order to meet specific user specifications, documenting such changes for others to replicate.
- Ability to work independently, while engaging and supporting the overall team.
- Ability to use their expertise and analysis techniques and procedures, to aid in the determination of appropriate desktop hardware and system functional specifications.
- Minimum 5 + years of experience in customer service/support, client services, production support or technical support role
- Previous experience supporting investment banking clients / trade floor clients is an advantage
- Knowledge of market data products such as Factset, Bloomberg, Eikon, etc is an advantage
- Scripting experience in powershell is an advantage
- Bachelor Degree from an accredited College or University with a concentration in IT, Computer Science or related disciplines.