Description
Key responsibilities:Note: Fixed Term only/salary on monthly basis only.
• The daily processing of breakdowns and work orders based on tickets in an ITIL compliant ticket system. For this purpose, the ticket system ServiceNow of Deutsche Bank is used.
• Ensure the overall performance goal of the team for SLA's regarding call answering / response times and updating ticket in ServiceNow.
• As a member of a small team within the Global Markets (GM) Desktop Group, you need to manage escalation for your assigned business units as well as prioritizing orders on an urgent basis.
• Collaboration with internal and external support groups to ensure trouble-free trading and to troubleshoot faults and correct them.
• Responsible for the execution of all project-based activities delivered for the allocated business segments of the trading floor.
• Working with the Global Remediation team to ensure that the trading room IT workstations are up-to-date with the latest security patches and AV updates, as well as correcting any malicious applications or updates that have been reported.
• Proactive maintenance of PC's software / hardware within their respective business units as well as the defined alternative locations defined in the Business Continuity Management (BCM) plan.
• Working closely with the Service Desk and Local Move, Add, Change (IMAC) team to troubleshoot and improve service quality in general.
• Promote a continuous improvement approach for desktop services delivered to GM Business
• Willingness to provide ad hoc support on weekends for relocations and other technology outcomes, as well as off-hours support during a team rotation
qualifications:
• A broad spectrum and knowledge about IT systems and applications. Good desktop troubleshooter capabilities in all desktop applications and other trade-specific technologies would be very beneficial.
• Previous desktop support experience in an investment bank is required.
• for small parts / software experience:
• Required knowledge of: Windows 7, MS Office , Internet Explorer, Java, Oracle, TCP IP, Anti-Virus, Laptop Wireless Settings, Remote Access
• Knowledge of Benefits in: MS Access, Lotus Notes, iPhone / iPad Hardware and Corporate Solutions, Citrix, Active Directory (AD), Market Data Products, Stock Exchange Systems such as Reuters and Bloomberg.
• Excellent customer service capabilities
• Good personal time management skills
• Ability to communicate and work with other technology groups to achieve common goals.
• ITIL Foundation V2 / V3qualification are beneficial, but are not required
• Existing knowledge of the DB infrastructure would be an advantage
Other requirements:
The ability to learn quickly and the willingness to work independently in the new role are required to meet the requirements of an ongoing trading room.