L1 Support null

Working Arrangement:

Hybrid

Job Description:

• Manage and execute service requests for GWAM Application and other Segments
• Identify issue and apply necessary corrective action or ensure incident and change tickets are assigned to the correct resolver group
• Fulfill change requests dictated by the document provided by the business
• Manage deadlines, attend urgent cases effectively
• Manage multiple tasks within a heavy workload environment while meeting service quality and turnaround objectives
• Inform Tech Leads of updates in documentation of procedures upon receipt from Business Owners or System Owners
• Perform Ad Hoc tasks and fulfill special projects assigned by On Shore and Off Shore Leads
• Consistently meet or exceed accuracy and productivity standards
• Prioritize customer needs with high level of confidence and professionalism
• Generate and provide daily, weekly, monthly reports to business managers   

Technical Skills:

•Good working knowledge in Windows and web-based application environments

•Good working knowledge in Microsoft Office

•Understanding of Investment or Trading System (Bloomberg), experience with support is an advantage

•Technical Helpdesk/Call Centre experience is an advantage

•Familiar with ITILv3 Process

•Good working knowledge in the following applications and ticketing system tools listed:

•ServiceNow,

•Bloomberg

•Workday

•MS Word, Excel and PowerPoint

•Planview

•O365

•Archer

•Portia

•Findur

•Enterprise!LMS

•PPM

•Share point

Soft Skills:

•Strong customer service and interpersonal skills

•Strong organization skills with emphasis on details and follow-up

•Solid analytical and problem solving skills

•Strong English communication skills both verbal and written

Process Specific Knowledge:

•SLA.

•Ticket assessment and common intake

•User & Portfolio Administration Request

•Report Creation

•Report Analysis

•Application Administration

•Incident, Change and Problem Management

•Investigation and Escalation​

Minimum Skills Requirement :

• College degree or equivalent experience (IT preferred) 

 “Changes to the roles and responsibilities may apply depending on business needs and requirements.”