Specific Duties:

 • Organizes and manages the daily operations of the Help Desk.  Help Desk’s function is primarily to provide support for business software.
• Provide ongoing support within the Core Business Applications space especially around core accounting platform, daily pricing from a record keeping and general ledger processing, root cause analysis for various applications to respond promptly to incidents.  Troubleshoots more complex systems and application problems. Collaborates with other departments and vendor resources as necessary to ensure the incident resolutions, communication and escalation.
• Be capable of producing the following functions and documentation:
o Recording and tracking of Incidents or Helpdesk tickets
o Manage Incident to resolution and completing Incident reports
o Managing Service level with Business User/ Business User Training and Communications.
o Support Procedures (SOP)
o MIS reporting on Tickets logged
• Have a good understanding of the key functionality of Financial systems/products
• Act as a representative or consulting between business units and development teams and/or vendors with regards to incident management and resolution.
• Effectively communicates root cause / resolves issues with application owners including developers, global application support and business analysts / users.
• Ensure all work is done according to IT standards, procedures and policies.
• Contribute to team work in order to enhance the effectiveness of the team e.g. Train IT staff with business knowledge etc.
• Ability to dissect large systems into smaller functional components that can be analysed with respect to individual business processes for identification of root cause and resolution.
• Ability to understand and document data flows.
 

                                                                
PERSON SPECIFICATION

General Profile:   

• Shares own experience/knowledge with others; provides guidance and support to less experienced colleagues
• May coordinate activities of others/a team
• Completes own role independently or with minimal supervision/guidance

Level of Education:

• Relevant degree qualifications (major in English, Accounting, Finance etc)

Skills - interpersonal, numerical, problem-solving, analytical, etc 

• Knowledge of Financial business processes
• Excellent communication skills (verbal & written) – able to effectively communicate with all levels of staff across the organization
• Ability to work well in a team structure
• Problem solving, Negotiation and Influencing Skills
• Good understanding of investment administration processes
• Understanding of specific client requirements
• Strong business and industry knowledge
 

Other 

• (Desired) knowledge of fund accounting and administration services to provide subject matter expertise on record keeping and general ledger accounting (MCH/NAV Alert); trade management (ETD/SWIFT); Derivatives (DWS/OTC Hub).
• Knowledge of operational model/processes for daily pricing/reporting environment within the financial industry.