· The job role will support and guide global level 1 client service desk analysts in their duties whilst taking on non BAU work, such as working as a project resource or undertaking testing of new or updated products. They should be able to demonstrate their analytical thinking and problem-solving skills
· Experience supporting web-hosted customer applications in a financial environment is preferred
L2 Team Leader Role Specifics
· Act as an escalation point for the global level 1 client service desk for BAU work to ensure effective call resolution.
· Provide training and mentoring to colleagues as required and provide feedback to management.
· Ownership of Problem Management for recurring Incidents, liaising with resolver groups and testing resolutions
· Manage the outage escalation and notification process ensuring incidents are recorded, tracked, communicated, and resolved in an effective and timely manner
· Manage changes to processes then document and communicate as necessary
· Manage any web tools used to facilitate daily duties, such as regional hand overs or daily admin tasks, and communicate changes as necessary
· Act as a contact point for customer clients leveraging Internet based applications or data transfer mechanisms
· Administer and troubleshoot firm data transfer mechanisms and reporting systems
contact: 2919 0313 (Christopher Lam)
email: [email protected]