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SENIOR ANALYST (High Touch Services) ref:
Founded in Chicago in 1889, Company is one of the world’s leading financial institutions.
We specialise in providing asset servicing solutions and asset management to both institutional and personal clients.
The delivery of products and services to this client base is supported through a network of offices around the globe.
ROLE NATS High Touch Services (HTS) has responsibility for the support of our VIP (C-Level Executive), Trading and MAC environments within the Chicagoland area. In an expansion of this team’s coverage, 2 additional spots are being filled as the team’s responsibilities are now to include a new Tech Bar service from our 333 Wabash building.
These roles will support our HTS community and be part of a rotational support for the Tech Bar which services all business units at 333.
We are looking for creative thinkers with strong face to face customer service skills.
The ideal candidates will be self-starters with excellent communication skills and a solid understanding of desktop hardware and software, trade applications, OS X and iOS. IMAC and some night/weekend may be required from time to time.
Candidate should be available from 7:00AM thru 5:00PM Monday – Friday with individual schedules based on rotation/duties.
Resolution to Partner issues, fix at point of contact or triage to NT’s wider enterprise support teams.
Adherence to corporate standards at all times.
Present IT in a professional manner, exhibit customer service values in line with NT’s A Approach.
Actively contribute to an efficiently run Tech Bar, maintaining stock levels and service SLAs.
Develop understanding of NT’s systems and products utilising reference materials and support procedures.
SKILLS / EXPERIENCE
3-5 years of experience in a technical customer facing (face to face) role within a financial institution or similar
Experience in incident management, understanding of ticket workflows and use of escalation.
Experience with Service Now is beneficial.
Team player, will be working as part of a close knit group
Problem resolution in an analytical and logical manner, to devise hardware and software resolutions.
Strong communication and interpersonal skills, along with a solid technical background are essential as is the ability to multitask in a fast paced environment. The ideal candidate can explain technical issues in layman’s terms.
Familiar with Trade Applications, Active Directory, Virtual Applications, SCCM, Group Policies, TCP/IP printing & networking and rights/permissions, Citrix Xen, Exchange/Outlook, O365, MS Office Suite, Blackberry Works, Windows 10, Macintosh OSX, and IOS (operating system and MDM solutions) are necessary for the role as well. Microsoft Certification is desired and candidate should be able to demonstrate evidence of academic achievement.
Experience with ‘Best Practice’ methodologies such as ITIL.
Experience in Financial organizations advantageous
Works closely with other technology teams such as Service Desk, Storage, Telephony and Network teams.
Familiarity operating in a mobile laptop, free address environment.
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