Client Technology Support Analyst 35856 from Jobs UK

Job Details

Position: Client Technology Support Analyst 35856

Location: Bournemouth,,

Position Type:

Sectors/Categories:

Salary: 25000

Job Description

Hays Banking are currently recruiting for a Client Technology Support Analyst to work for a large global Investment Bank based in Bournemouth. The WSS EMEA Client Access Support Desk is a Bournemouth based telephone helpdesk that provides technical support to external clients and internal users of the WSS suite of web-based client facing applications. Working in partnership with our APAC and WHEM equivalents, the global teams provide

Team responsibilities include
Product Support
To provide technical support to external clients and internal customers using the WSS client facing applications. This includes issue logging and tracking (via the Service Portal), resolution and, where necessary, the escalation of product functionality issues
Product usage and navigation queries
Connectivity issues and integration of products into clients IT infrastructure
Access and entitlement queries including password/access management, product and account entitlement issues
Investigation and escalation of data quality issues
Incident Management
Provide telephone support to clients and internal personnel using our clients Access Portal and associated applications
Resolving client issues in a timely manner and escalating appropriately where necessary
Ensure client calls are answered quickly and efficiently and issues accurately logged in the groups issue tracking system
Investigate into more complex technical issues in respect to internet configuration, communication settings, database and software corruption. Contributing resolution details to the knowledge base on Sharepoint
Liaise with Technical Relationship Managers and Client Service Administrators to help resolve business issues Throughout the day notify the Business via email notification of any systems outages that may directly impact clients This includes application outages and SWIFT delivery issues
At the start of each day ensure all Investor Services web based applications are accessible, escalating any outages and managing resolutions where necessary
Act as an escalation point for issues raised by less senior members of the team
Be willing to take responsibility for co-ordinating the resolution of major issues, engaging the necessary parties to ensure problems are resolved with the least client impact
Become involved in integrating the support of new products into the team and ensuring team members have appropriate documentation and training

To apply for this role the successful candidate will have the following skills and experience

Must be client focused, have an excellent telephone manner and be comfortable with talking directly with clients
Ability to work calmly under pressure is essential
Must have good troubleshooting skills using an analytical approach with a willingness to perform in-depth investigations to find solutions to new problems
At least 2 year experience of using Microsoft Windows operating systems and software
Should have good coaching skills and feel comfortable training and presenting to small groups of people
Experience in writing support documentation desirable
Fluency in French, German or Italian would be a distinct advantage
Experience of Investor Services products desirable
Additional Information: (e.g. shift rotas, unsociable hours, travel etc) The support desk hours of coverage are 07:30 -17:00 with the support analysts working shifts of 07:30 -15:30, 08:00 - 16:00, 09:00 - 17:00 and 10:00 -18:00. Hays Banking is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&Cs, Privacy Policy and Disclaimers which can be found at hays.co.uk

Advertiser Information

Company Name: HAYS

Advertised On: Fiish Media

Date Posted: 23 June 2011