1st Line Tech Support Analyst (Global Front Office)

1st Line Tech Support Analyst (Global Front Office)
  • Competitive
  • Contract
  • London, England, UK London London GBR eh2 4qz
Job Ref: 50212151
Sector: Other
Date Added: 17 March 2021

1st Line Tech Support Analyst (Global Front Office)

Our London based Investment Banking client are currently looking for a 1st Line Tech Support Analyst to join their team on an initial 6 month contract.

Role/Team Summary:

The role exists within a Global Front Office technology team to provide technical analysis and associated solutions for a set of applications in production and to ensure their availability for the business as per agreed Service Level Expectations (SLE) or requirements.

Main focus:

  • Provide front line support within the Client Technology department ; for our user base pan front, middle and back office.
  • Day to day call logging, resolution and tracking - Ensuring that proper stakeholder communication and escalation is maintained as required, throughout call lifecycles
  • Providing timely and effective response to user queries by analysing, investigating and fixing them as required
  • Perform 'root cause' analysis of user issues, provide immediate workaround for critical problems
  • Develop strong relationships with the development and infrastructure support teams to resolve production issues in a timely manner
  • Work collaboratively with other teams across geographies keeping the business priorities in mind
  • Actively own and maintain support documentation
  • Design and pursue automated solutions/ support tools for the reduction of repetitive manual effort
  • Embrace best practice within the department and share this across technology where possible

Essential Experience: (Must have skills)

  • Degree qualified or relevant experience
  • Proven experience in customer facing roles
  • Experience of working in a dynamic environment with shifting priorities
  • Front to back awareness of processes within an investment bank
  • Good general awareness of Information Security policies and Technology Risk Management from an enterprise / banking systems context
  • Basic SQL skills
  • Understanding of database architectures
  • Ability to manage a diverse and heavy workload - Must be a team player but be able to also work under own steam.
  • Excellent organisational skills
  • Must be analytical
  • Relationship building skills
  • Must be 'service' focussed
  • A flexible approach to working hours and role
  • Excellent written and verbal communication skills
  • Strong evidence of logical thought
  • Willingness to take the initiative/ability to see the bigger picture

Supplementary Experience: (Useful additional skills)

  • Experience of performing a similar role in a leading global Investment bank or similar 'high-pressure' field.
  • Experience in front office trading platforms
  • Good knowledge of the Investment Banking business and products traded
  • Knowledge of the Incident Management processes using industry best practice
  • Financial instrument knowledge
  • Knowledge of Client structures
  • Ability to write and run SQL queries independently
  • Experience of working on technical projects and knowledge of the project lifecycle
  • Knowledge of working with Agile tools such as Jira and Confluence

If this is something of interest, please apply within and I will be in touch

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age

16/04/2021 17:24:50
GBP Annum
Contact Consultant:
Jack Morton

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