* Provide best-in-class technical support to end-users in a courteous and professional manner.
* Assist in the day-to-day operations of the helpdesk, always ensuring adequate phone coverage.
* Ensure that high-priority issues are identified and correctly handled as per the escalation process.
* Maintain oversight of the daily incident queue and ensure that tickets are being assigned and processed with minimal delay as required.
* Create and maintain technical documentation and proactively share knowledge within the team. Be a proactive member of the team; identify gaps and opportunities for improvements and implement required changes to processes and procedures.
* Identify and assist in automating processes within Infrastructure.
* Contribute to IT projects whether locally, regionally or globally.
* Lead by example; and be available to work during weekends and public holidays either locally or from other EMEA office locations as required.
* Support the wider team in its daily activities by exhibiting and demonstrating the highest standards of professionalism and technical know-how.
Requirements
* Desirable to have at least 5 years of experience working at an enterprise level within finance, and specifically within trade-floor support.
* Excellent at troubleshooting technical issues in a logical, methodical and consistent manner.
* Excellent analytical and problem-solving skills.
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