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About the Role

The End User Support department is focused on delivering excellent customer service through strong processes and procedures. As part of the wider IT department, this role provides IT support to internal customers, working with teams in Sydney and London to ensure efficient and timely actioning of incoming work. The role requires quick thinking, a willingness to be involved in all tasks, and support for the wider team, reporting to the EUS Team Manager in London.

Responsibilities

Providing 1st and 2nd line End User support services to internal customer base
Ensuring all laptops and desktops are always built and ready for deployment
Managing the flow of work coming into the team, taking ownership of issues, and escalating to 3rd line where necessary
Providing first point of contact support to end users, including guidance, training, and advice
Onboarding new staff and exiting leavers in a professional and timely manner
Providing AV support for Video Conferencing suites
Supporting remote end users
Managing customer expectations and providing regular updates
Maintaining a positive approach to challenges and providing open and honest feedback to improve service
Ensuring all tasks are delivered to a high quality and on time
Optimizing support processes and procedures, seeking opportunities for proactive service delivery
Managing incidents and problems correctly, documenting all steps for analysis
Maintaining personal/professional development to meet changing role demands, including regulatory and legislative training
Providing a clear, fair, and consistent, high-quality service that presents a professional and positive image of CMC Markets
Taking all reasonable steps to ensure appropriate confidentiality
Undertaking other duties, training, and/or hours of work as reasonably required and consistent with the general level of responsibility

Requirements

Experience in an end-user support working environment
Ability to multitask under pressure, ensuring service delivery is maintained

Skills

Working knowledge of Microsoft Windows domain environments
Working knowledge of Windows desktop
Working knowledge of email and messaging (Exchange / MS Teams)
Excellent verbal and written communication skills
Experience of multi-tiered / ITIL support environments
Experience supporting Modern AV solutions
Server hardware and comms rooms maintenance, including patch management
Experience supporting MAC computers and using JAMF

Location

Sydney
London

Work Type

12 month FTC

Benefits

Competitive rewards and benefits

About the Company

Since launching in 1989, CMC Markets (CMC) has become one of the world's leading online financial trading businesses.
CMC is listed on the London Stock Exchanges and serves retail and institutional clients through regulated offices and branches across the globe.
CMC offers an award winning online and mobile trading platform, enabling clients to trade up to 10,000 financial instruments across shares, indices, foreign currencies, commodities and treasuries through contracts for difference.
In Australia, the Group also offers stockbroking services.
CMC is committed to recruiting, developing, retaining and motivating exceptional people who are talented, innovative and focussed on delivering excellence.
The Group values centre on quality, clients and integrity: Put clients first, Lead with quality, Set the standards.
CMC Markets is one of the world’s first ever fin-tech companies and was launched in 1989 to break down the barriers of financial trading and make trading accessible to everyone.
Our mission is to use our award-winning, Next Generation trading platform and unparalleled client service to empower millions of people to have the best trading experience out there.
Our clients can trade on thousands of instruments using the best technology, supported by sophisticated charting, competitive pricing and automated execution.
We're trusted by investors globally, but also by banks, brokers, funds and trading desks though our top-tier liquidity institutional offering, enabling these businesses to expand into new markets and increase revenue potential.
We were recently listed on the FTSE250, and our business continues to go from strength to strength as we continue to invest in our technology and our people.

Equal Opportunity

CMC Markets is an equal opportunities employer and is committed to creating a diverse and inclusive workplace, where our people feel confident to be themselves, feel valued and can do their best work.
We don’t just value differences and unique perspectives, we seek them out and we invite them in, because we know it will lead to better outcomes for everyone.