Job Description

OVERALL PURPOSE OF ROLE:
Working as part of the IT function in Asia, based in the Singapore Office:- You will provide IT support to users as well as help support project initiatives as part of the Global Service Desk Team. DUTIES:

• Desktop support of users
• Assist Global teams to maintain the server and network infrastructure.
• Management of IT specific projects within the region
• Management of the over-night global support process (follow-the-sun)
• Development and maintenance of documentation
• Local representation of the Global IT Service Desk team
• Candidate needs to work in shift schedule
  • UK daylight saving on
    • Monday: 07:30 – 16:30
    • Tuesday – Friday: 08:00 – 17:00
  • UK daylight saving off
    • Monday: 08:30 – 17:30
    • Tuesday – Friday: 09:00 – 18:00
• As part of the IT Service Desk you will have the following responsibilities:
  • Management and resolution of incidents escalated from the service desk
  • Knowledge sharing with other team members
  • Adherence to global change, incident, problem and request policies and procedures
  • Adherence to global security policies

• 
  Previous experience of working in the banking/ finance industry is highly desirable. At least 10 years experience in a similar role is what we would hope the successful candidate to have.
• The technical areas you will be expected to be competent in are as follows:
  • Standard Microsoft desktop technology (Office365, Microsoft Teams etc)
  • Standard Microsoft server platforms (Windows server 2016, 2019)
  • Understanding of Windows 2019 Active Directory Services
  • Working knowledge of ATERA Desktop Central system
  • Install and configure new IT equipment
  • Troubleshoot and upgrade software, hardware, and network incidents for workstations and office equipment, including operating systems and software applications
  • Setup user, email and application accounts
  • Provide new user orientation to new employees on the use of the computer system and network
  • Record, update and document requests using the IT service desk systems (JIRA, Confluence)
  • Create, maintain and publish relevant support documentation in order to assist all employees in the quick resolution of their incidents and service requests and enable users to become more self-sufficient
  • Escalate unsolvable issues to proper tier support team members
  • Follow up with users to ensure the problem has been solved
  • Setup and maintain the leased line and internet connection for our clients.
  • Experience in supporting trading system is highly preferred.
  • Experience in supporting Cloud9 system is highly preferred.
  • Knowledge sharing with other team members through a knowledge base system
  • IT project works:- Working with other Global IT teams.
  • Aligning working practices to ITIL framework where appropriate
  • In addition to the above, all members of the team are expected to contribute to departmental projects and this can include weekend work.

• Strong management experience (people/ stakeholders/applications)
• Proven history of IT experience within a bank or brokerage trading environment
• Knowledge of current F&O vendor platforms at administrative and technical level.
• Strong communication skills and good telephone manner
• Strong understanding of brokerage operational flow and ‘lifecycle of a trade'
• Good understanding of general IT, network, operating systems and server management
• Experience of driving change initiatives in a service environment
• Experience in Trading Technologies CQG/Fidessa/Sharepoint platforms would advantageous

• ITIL

• Calm under pressure
  
• Flexible
• Eagerness to learn
• Excellent communication skills
• Effective written and oral communication skills, with the ability to present ideas in user-friendly language