Trading Floor Support Analyst

Trading Floor Support AnalystA 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 of a 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.ResponsibilitiesProvide onsite hands on technical support and insightful advice to customersFocus on providing customers with best in class support experiencesAcknowledge and address all customer queries, requirements and needs with patience and empathyProvide guidance and training to customers on current technology and IT policiesEducate customers on new technology and processes to enhance technology adaptionPromote self-help through the self-service portalsManage customer expectations to enhance the overall IT support experienceDutiesQuickly diagnose and resolve IT issues for customersProvide customers with training and advice on DB related technologies and transformationsPerform IMAC activities as part of the IT service offeringUtilize Service Now to document and track all service callsProvide written documentation, updates and root cause analysis on IT issues to management as requiredCreate knowledge articles for newly discovered issuesProvide start of day and end of day health checksProvide feedback on potential issues or concerns to mitigate future risksKey Qualifications and RequirementsAbility to provide outstanding customer service and supportAbility to use discretion to determine most urgent matters that needs their attention, depending on their knowledge of the business impact of the issue/requestAbility to maintain composure and customer focus in high pressure situationsAbility to troubleshoot and remediate complex issues in trading floor systemsAbility to work independently, while engaging and supporting the overall teamAbility to use their expertise and analysis techniques and procedures, to aid in the determination of appropriate desktop hardware and system functional specificationsMinimum 5 + years of experience in customer service/support, client services, production support or technical support rolePrevious experience supporting investment banking clients / trade floor clients is an advantageKnowledge of market data products such as Factset, Bloomberg, Eikon, etc is an advantageScripting experience in powershell is an advantageBachelor Degree from an accredited College or University with a concentration in IT, Computer Science or related disciplines