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User Services Support Analyst - Financial Services

Mansion House Consulting

Posted on Aug 27, 2021 by Mansion House Consulting

New York, NY 10001
IT
Immediate Start
Annual Salary
Contract/Project


User Services Support Analyst - Financial Services

Are you a passionate and confident User Services Support Analyst, experienced working in a large enterprise, ready to make a significant contribution working for one of the UK's fastest growing Financial Services Consultancies?

Then read on!

MHC Overview:
MHC are an award-winning IT and Business Consultancy, specialising in Change Management initiatives, which we deliver working in a collaborative way with our Clients. We are currently working on a wide variety of assignments that include some major Digital Transformation initiatives, Regulatory and Compliance Programmes and Tools adoption projects where we are providing specialist technical and business services to a client base of primarily Tier 1 Banks.

You will have the confidence and the capability to step straight into a specialist consultancy role within one of MHC's Practice areas to provide effective and efficient solutions that support our Clients' business requirements, while working constructively with senior MHC and Client managers and other staff.

Responsibilities:

  • Energetic and enthusiastic with a customer focused approach to technology and problem solving
  • Willingness to adapt to a changing environment and technical landscape
  • Commitment to support, train and coach employees on a daily basis - challenge traditional methods of engagement and strive for service excellence and customer satisfaction
  • Work in an environment where SLAs exist, however continually strive to deliver ahead of expectation and interface daily with internal/external clients and various levels of management
  • End to end ownership, investigation and resolution of incidents, requests and queries, maintaining customer focus and communicating clearly and regularly
  • Interface with global counterparts and contribute learnings to other regions
  • Ability to quickly recognise patterns based on metrics and escalate accordingly
  • Rigorous approach to asset management for hardware and software
  • Question inefficiencies and suggest alternatives, improvements and contribute to our operating model
  • Monitor availability and performance of desktop systems and rectify issues as required
  • Participate in/support technology projects and change that impact user facing services
  • Document processes for internal policies and procedures for changes and standard operating procedures-
  • Adherence to all ITIL best-practice, including formal change, incident, problem and asset management processes

Have expert level of knowledge of:

  • Desktop and Laptop computers (Lenovo)
  • Mobile Devices (Apple iPhone and iPad)
  • Microsoft 10, Virtual Desktop (VDI) platform
  • Microsoft Lync and Skype for Business
  • Microsoft Teams
  • Remote access platforms - eg Citrix, Cisco VPN
  • Active Directory, Endpoint Security (Ivanti/ADP)
  • Microsoft Office Suite, Office365
  • Microsoft SCCM 2012
  • Market Data (Bloomberg, Reuters Eikon, Tradeweb, Instanet, ITG Triton, FXConnect, Morningstar Direct, Factset)

Ideally have demonstrated experience with:

  • Symantec Enterprise Vault, Compliance Accelerator (CA) and Discovery Accelerator (DA)
  • Mobile Device Management (MobileIron, MDM)
  • Appsense Environment Manager
  • Email spam and content filtering software such as Cisco Ironport and/or Mimecast
  • ServiceNow, Remedy
  • SharePoint, Confluence

Basic Qualifications

  • Bachelor's degree or relevant combination of education and experience.
  • 2+ years of relevant work experience; ideally within banking or financial services
  • Excellent technical problem-solving skills and ability to communicate and provide excellent customer experience
  • Respond to all customer inquiries in a courteous and professional manner
  • Create, document, own and escalate issues and problems in accordance with ticketing standards and SLAs.
  • Qualified to provide standard IT systems advice and troubleshooting, interacting with others in the organization involving global transfer of factual information.
  • Support of financial services trading staff in a dealing room environment
  • Excellent written and verbal communication skills including strong documentation skills



Reference: 1301056205

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