Position: New Hire & Onboarding Service Desk Analyst

Location: San Antonio, TX (Rotational Shift)

Duration:12+ Months

"LOCATION: 100 CLIENTBANK DR, BUILDING 3, SAN ANTONIO, TX 78245

Knowledge/Experience:

1-5 years L2 support experience, preferably in Financial Services industry. The candidate needs to have a good understanding of the dynamics of a busy and demanding support environment.

Previous experience in a Trade Floor, Markets or Banking environment is ideal. The candidate must be able to deal with all levels of individuals in a fair and professional manner, coupled with the confidence to adhere to agreed procedures to avoid unwarranted risks.

- Take 40+ calls per day, plus the ability to work in between calls on other work as assigned. The Service Desk currently provides coverage 24x7 and implements a follow the sun model between Belfast and San Antonio.

- The shift pattern includes a regular late shift as part of the rotation and on occasion there may be a requirement for weekend coverage in support of our clients and other service desk projects.

- A combination of 1st line resolution over the phone as well as efficient 2nd line incident management techniques is needed to evaluate and implement changes for the business including implementing other changes across the Desktop environment and infrastructure it uses.

- Respond to inbound calls to the Premium Client Service Centre in a professional and efficient manner, dealing with and resolving as many desktop issues as possible over the phone and by remote console.

- The individual needs to be able to provide a high level of technical support to the Client Markets and Investment Banking Businesses.

- Also required is a good understanding of the current technological and business processes employed in the trade floor / Investment Banking environment.

- In addition they will be required to ensure the response levels for the Premium Client Service Centres phone systems and incident management queues are maintained. This may require escalation to other teams both internal and external in order to deliver the expected level of service for the Business.

- A combination of 1st line resolution over the phone as well as efficient 2nd line incident management techniques is needed to evaluate and implement changes for the business including implementing other changes across the Desktop environment and infrastructure it uses.

- Providing a consistent approach to reporting and managing the delivery of projects is expected.

- Ensuring appropriate controls of resources avoiding any unnecessary risk to the business.

Skills:

(Technology)

• Data management tools/skills (robocopy/emcopy/treesize/beyondcompare) on NAS frameworks (NetApp/Dell/EMC)

• VDI guest/OS support, troubleshooting issues on Windows 7/10

• Active Directory familiarity (security group management/best practice on windows filesystems)

Desirable:

• Previous experience with NetApp/Dell/EMC NAS at an enterprise level

• Familiarity with VMWare/Citrix virtual solution implementations

Qualifications:

Essential:

• Microsoft Qualifications.

Desirable:

• ITIL qualifications.

• MCSE certified.

• Other IT Support based qualifications / training.

Competencies:

• Team oriented with strong abilities to communicate effectively via telephone and written correspondence.

• Ability to develop and maintain effective working relationships.

• Accuracy and attention to detail.

• Analytical thinking and experience to understand technical solutions and implications.

• Be aware and understand the risks inherent within the department and the potential effect of non-compliance and take appropriate corrective action.

• Planning, multi-tasking, and prioritization skills.

• Self-motivation and commitment to shift and weekend working.

Requirements:

• Minimum 5 years previous Helpdesk Experience

• If less than 5 years experience, relevant IT certifications would be required to make an exception (i.e. Network +, Google IT Support Professional, CompTIA A+, ITIL, Security +)

• Beneficial experience with:

• MS Office 2016, O365

• Cloud Computing

• Windows 10

• Microsoft Active Directory

• Microsoft Exchange

• Common Network Protocols"

Best regards,