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About the Role

Support the Service & Product Manager across several technical domains, uphold high standards for timely issue resolution, and contribute expertise to the management of existing and new IT products and services. Define workarounds for known errors, initiate process improvements, and maintain a knowledge database.

Responsibilities

• Support the Service & Product Manager across several technical domains
• Uphold high standards for timely issue resolution
• Contribute expertise to the management of existing and new IT products and services
• Define workarounds for known errors and initiate process improvements
• Maintain a knowledge database
• Workstation and trade floor desktop support
• Service NOW / Altus OSS Queue Management
• Incident management and problem management
• Troubleshooting Desktop environment
• Work 2nd & 3rd level complex technical issues
• Hardware Support. Break fix, installations and coordination of moves and changes
• Relationship management with Business Managers in the front office
• IT project assistance
• Trading application support and triage
• Joiner, mover and leaver support and coordination
• Liaising with IT teams across the bank to resolve incidents within SLA
• Root cause analysis, attend regular global calls with engineering. Liaise with product owner or engineering teams
• Escalation of issues/ problems to appropriate owners/ teams
• Blackberry troubleshooting and support
• Inventory management
• 8-hour shift / 5-day support, rotated on a roster system with chance of out of hours and weekend work
• BCM inventory management, maintenance and support (i.e. Isolation testing, Periodic readiness check)
• Site power down/ up support activities and annual Isolation testing
• Local regulatory/ legal compliance related mandatory training assignments
• MDS Application support and troubleshooting. Bloomberg / LSEG / FactSet / IRESS

Requirements

• Workstation and trade floor desktop support
• Service NOW / Altus OSS Queue Management
• Incident management and problem management
• Troubleshooting Desktop environment
• Work 2nd & 3rd level complex technical issues
• Hardware Support. Break fix, installations and coordination of moves and changes
• Relationship management with Business Managers in the front office
• IT project assistance
• Trading application support and triage
• Joiner, mover and leaver support and coordination
• Liaising with IT teams across the bank to resolve incidents within SLA
• Root cause analysis, attend regular global calls with engineering. Liaise with product owner or engineering teams
• Escalation of issues/ problems to appropriate owners/ teams
• Blackberry troubleshooting and support
• Inventory management
• 8-hour shift / 5-day support, rotated on a roster system with chance of out of hours and weekend work
• BCM inventory management, maintenance and support (i.e. Isolation testing, Periodic readiness check)
• Site power down/ up support activities and annual Isolation testing
• Local regulatory/ legal compliance related mandatory training assignments
• Technical certifications preferred such as MCSE, MCDST and ITIL
• MDS Application support and troubleshooting. Bloomberg / LSEG / FactSet / IRESS
• Win 7 / 10 / 11
• MS Office 2010 / M365 application suite
• Market Data Applications knowledge and support (Bloomberg, LSEG, FactSet and Quick)
• Blackberry / iPhone / iPad / Android OS
• Sound knowledge of Turret hardware and software base
• A confident communicator that can explain technology to non-technical audiences
• Capable of understanding client needs and translating this into products and services
• Capable of multi-tasking and prioritizing incidents accordingly
• Able to remain calm in highly stressful environment
• Flexible and a team player
• Strong analytical, problem-solving and synthesizing skills (you know how to figure stuff out)
• Supported both packaged and custom solutions
• Fluent in English (other language will be a plus)

Skills

• Service NOW / Altus OSS Queue Management
• Incident management
• Problem management
• Desktop troubleshooting
• Hardware Support
• Break fix
• Installations
• Coordination of moves and changes
• Relationship management
• IT project assistance
• Trading application support
• Triage
• Joiner, mover and leaver support
• SLA management
• Root cause analysis
• Escalation
• Blackberry troubleshooting
• Inventory management
• BCM inventory management
• BCM maintenance
• BCM support
• Isolation testing
• Periodic readiness check
• Site power down/ up support
• Regulatory/ legal compliance training
• MCSE
• MCDST
• ITIL
• MDS Application support
• MDS Application troubleshooting
• Bloomberg
• LSEG
• FactSet
• IRESS
• Win 7
• Win 10
• Win 11
• MS Office 2010
• M365 application suite
• Market Data Applications
• iPhone support
• iPad support
• Android OS support
• Turret hardware
• Turret software
• Communication
• Client needs analysis
• Multi-tasking
• Prioritization
• Stress management
• Teamwork
• Analytical skills
• Problem-solving skills
• Synthesizing skills
• Packaged solutions support
• Custom solutions support
• English fluency

Location

• Sydney, Australia

Work Type

• 8-hour shift
• 5-day support
• Rostered system
• Out of hours work
• Weekend work

Experience Level

• 2nd level support
• 3rd level support

Education Level

• Technical certifications preferred such as MCSE, MCDST and ITIL

About the Company

• Youll be working in the Group Technology Desk Aligned Services team in Sydney, Australia.
• We provide the support to infrastructure for Information Technology systems, which are used by Business.
• Desk Aligned Services provide support to the trading floor front office business in the bank, ensuring the quality and stability of the desktop and hardware environment to support requirements and activities requested by the business.
• The firm provides employees with the tools and resources to enhance their professional qualifications and careers.