Key Responsibilities
- 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
- Attends client site to assist with issue resolution and increase business knowledge where requested
- Participates in the team shift patterns and assists with weekend work and out of hours escalation when required
- 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
Required Skills, Qualifications and Experience
- First-hand experience of supporting trading systems in a production environment
- Have an enquiring mind with an analytical and proactive approach to problem solving, even when under pressure. Able to view situations from a customer perspective and act accordingly
- Service desk analysts need to be dynamic, resilient and objective, delivering rapid and accurate solutions to the incidents raised by customers
- First class English written and verbal communication skills, fluency in Cantonese/Mandarin
- A strong desire to develop a deep understanding of financial markets and business flows and Fidessa's functionality