Job Description :
TRADING FLOOR SUPPORT TECH (IPC TURRETS AND 5 YEARS EXP REQ
(Must have IPC Turrets/Dealer board’s experience. Unigy knowledge is a plus
Our client, Deutsche Bank, A.G., is seeking a Trading Floor Support Analyst with prior knowledge of IPC Turrets and theUnigy Platform in NY City. This is a long term contractor position.
Job Description for TRADING FLOOR SUPPORT TECH AT DEUTSCHE BANK:
A Service Management Technician will provide a range of services essential for the smooth operation of a client centric IT service model. The ideal candidate will have demonstrated the ability to provide outstanding customer service and support, as well as the ability to work independently or as part of a team. He or she will be an energetic and enthusiastic individual. The role will require the ability to quickly diagnose and resolve issues, provide clear guidance and offer advice with patience and empathy to deliver a best in class customer service experience while managing and prioritizing workload. Proficiency in voice, mobile technology, Microsoft Windows based systems, as well as the Microsoft office suite are essential to the Service Management Analyst role. The ideal candidate will show the eagerness to learn the latest technology while also possessing the aptitude to learn new skills and technology concepts.
ROLE:
The ideal candidate will be working within a team structure to provide best in class IT services to clients across the Bank. The team provides a full range of IT related services, including PCs, laptops, thin clients, software and corporate mobile devices.
KEY QUALIFICATIONS and REQUIREMENTS:
Minimum 5 + years of experience in customer service/support, client services, desktop support or technical support role
Previous experience supporting investment banking clients / trade floor clients is an advantage
Knowledge of IPC Turrets / Dealer boards and platforms (Unigy) is a MUST
Knowledge of market data products such as Factset, Bloomberg, Eikon, etc. is an advantage
Scripting experience in vbscript/PowerShell is an advantage
Ability to provide outstanding customer service and support
Ability to use discretion to determine most urgent matters that needs their attention, depending on their knowledge of the business impact of the issue/request
Ability to maintain composure and customer focus in high pressure situations
Ability to troubleshoot and remediate complex issues in trading floor systems, the Service Management Analyst in Local Services analyses and modifies the computers operating systems and applications in order to meet specific user specifications, documenting such changes for others to replicate.
Ability to work independently, while engaging and supporting the overall team.
Ability to use your expertise and analysis techniques and procedures, to aid in the determination of appropriate desktop hardware and system functional specifications.
Bachelor’s degree from an accredited College or University with a concentration in IT, Computer Science or related disciplines.
RESPONSIBILITIES:
Provide onsite hands on technical support and insightful advice to customers
Focus on providing customers with best in class support experiences
Acknowledge and address all customer queries, requirements and needs with patience and empathy
Provide guidance and training to customers on current technology and IT policies
Educate customers on new technology and processes to enhance technology adaption
Promote self-help through the self-service portals
Manage customer expectations to enhance the overall IT support experience.
DUTIES:
Quickly diagnose and resolve IT issues for customers
Provide customers with training and advice on Deutsche Bank’s related technologies and transformations.
Perform IMAC activities as part of the IT service offering
Utilize Service-Now to document and track all service calls
Provide written documentation, updates and root cause analysis on IT issues to management as required
Create knowledge articles for newly discovered issues.
Provide start of day and end of day health checks
Provide feedback on potential issues or concerns to mitigate future risks
Experience:
Scripting: 3 years (Preferred)
IT Support Desktop: 5 years (Preferred)
Trading Floor Support: 3 years (Preferred)
IPC Turrets and Dealer Boards: 3 years (Preferred)