Longbridge's financial services client is looking for a Service Desk Analyst to support. Reporting to the Service Desk Manager, this position is you will directly be responsible for incident management, service request fulfilment and the release & distribution of all client deliverables. The role will also provide a wide range of support to both internal and external clients proprietary software applications.
Role and Responsibilities:
* Respond to Service Desk requests, dealing with queries or complaints in a professional and effective manner.
* Responsible for case assignment, jeopardy management and escalation of support issues on behalf of all teams performing support.
* Responsible for incident management and service request fulfilment for assigned Service Desk cases within prescribed SLA targets and contractual obligations.
* Responsible for the request and capture of all client application support information for timely and accurate fault classification and assignment.
* Responsible for fault reproduction and isolation using in-house systems to ensure accurate diagnosis and timely resolution.
* Liaison and coordination with internal teams to resolve bug reports, enhancement requests, technical queries and service requests.
* Responsible for controlled release and timely distribution of all client deliverables.
Experience:
* Service Desk or Support experience in a financial services or software support environment.
* Support experience in MS operating systems, MS Office and financial applications.
* Experienced in working to demanding timescales with ability to demonstrate determination in following detailed tasks to completion.
* Experienced in prioritising competing demands with ability to switch readily between tasks.
* Strong communication and interpersonal skills with ability to deliver effective written and verbal communication to both technical and non-technical audiences.
* Process orientated with quality focused approach to work.
Additional Skills:
* ITIL service operations experience and/or qualifications.
* Understanding of software development disciplines.
* Experience in supporting applications with MS SQL databases.
* Basic understanding of financial mathematics and/or risk management.
* Bi-Lingual (European Lanaguage)
