Advanced Engineer-Infrastructure (IT Desktop Support software/hardware), Mumbai

Job Description:

 Division: Technology - Infrastructure Services

Summary Description: To resolve, promptly and effectively, whilst demonstrating technical efficiency all support calls relating to desktop software/hardware, installation and maintenance while demonstrating and delivering excellent customer service throughout. Additionally, maintain all relevant procedures and documentation, proactively identify recurring patterns and resolve, wherever possible by implementing long-term corrective action.

Primary Duties/Responsibilities:

• Investigate faults relating to applications and their configuration, identify and implement appropriate solutions.
• Respond promptly and effectively to calls concerning any query or issue regarding software and hardware used within that Infra CX has responsibility for.
• Demonstrate and deliver excellent service to all clients at all times.
• Complete software/hardware installs, upgrades, adhoc project activity, moves and roll outs as and when requested, to the satisfaction of all parties involved. This includes patching and first-line telephony responsibilities.
• Maintain a central library for the applications that the Infra CX group has responsibility for, including reference manuals, installation guides, etc. This includes keeping our hardware inventories, application profiles, procedure databases and the Technology knowledge centre up to date and current.
• Call management, includes logging and taking ownership, updating, closing calls correctly, using the appropriate categories and escalating when appropriate.
• Analysis of calls, this includes proactively monitoring and investigating statistics, looking for trends and patterns to identify recurring problems to enable root cause analysis.
• Liaise regularly with Technology management, all Technology support areas, the Service Desk and business partners in pursuit of best working practice for our team and user base.
• Assist when instructed to deliver our BR obligations.
• When requested provide intelligent hands-on support for all areas of the Infrastructure Services Group.
• Work closely with the Business Support Analysts to ensure all business critical issues are escalated promptly, that service level agreements and escalation procedures are met within agreed deadlines and future escalations are prevented.
• Active contribution in streamlining existing CX Asset Management Process.
• Ability to work under high pressure and demanding situation and fulfilling the requirements and concerns of Traders, Dealers, Fund Managers, etc.
• Remote support to client.
• Should have ability to work on multiple tasks in accordance with already setup IT policy and regulations
• Hands-on experience with Ticketing tool and Inventory management (ServiceNow)
• Should be able to support on trading and Finance applications like Bloomberg, Bloomberg Gateway, MarketView Terminal, MFI Explorer, MorningStar, CCIL (TREPS, CROMS, NDS-OM, eKuber), SunSystems, Vision, TdsPac etc.
• Complete printer support to users

Formal Education:

• Formal college degree or equivalent experience.
• MCSE grade or equivalent experience, preferred.

Work Experience:

• Specialist experience in a business partners facing desktop support role, preferably gained within the Financial Services sector and/or a highly pressured environment.
• Should possess Asset management company IT experience
• 5+ years experience in a desktop support role or equivalent technical role.

Knowledge/ Abilities:

• Up to date knowledge of the technologies, equipment and software appropriate to the business, including Windows operating systems, Smart devices, Microsoft Applications and Network Fundamentals.
• Should show highest availability and active contribution in the current working model
• Fundamentals on Mac devices and Operating Systems
• Network and Telephony patching experience.
• Basic Audio Visual experience
• Leadership and coaching skills.
• Subject Matter Expert in at least one desktop support related discipline.
• Proven track record of success coupled with proven knowledge of industry best practice for desktop support and service delivery.
• Demonstrate commitment and ability to provide exceptional service to internal clients, at all levels.
• Knowledge of ITIL V3 Foundation.
• Excellent communication skills with the ability to understand and converse in English.
• Self motivated, enthusiastic, approachable and people orientated.