Key Responsibilities

• Receives all client raised incidents and enters on the internal call logging system 
• Analyses each call, using business acumen to identify the nature of the incident and action appropriately 
• Deals with calls immediately, either independently or by passing to the appropriate team to ensure optimum resolution 
• Works to improve knowledge and skills to increase 1st line resolution within the service desk 
• Attends client site to assist with issue resolution and increase business knowledge where requested 
• Develops strong working relationships with other departments to assist with the delivery of our service to clients 
• Adheres to "best practice" and department procedures for client communications, incident progression and investigation
• Participates in the team shift patterns and assists with weekend work and out of hours escalation when required

Required Skills, Qualifications and Experience

• Hold an IT, numerate or business related Degree or equivalent experience 
• Minimum 0-2 years of experience
• Have an enquiring mind with an analytical and proactive approach to problem solving, even when under pressure 
• Ability to read and understand code in one or more of the following: C++, TCL, UNIX Scripting 
• Service desk analysts need to be dynamic, resilient, objective, delivering rapid and accurate solutions to the incidents raised by customers 
• Excellent written and verbal communication skills 
• A confident and professional manner 
• Able to manage own time and a changing workload 
• Co-operative approach to working with team members and other departments 
• Able to view situations from a customer perspective and act accordingly 
• A strong desire to develop a deep understanding of financial markets and business flows and Fidessa’s functionality
• Working knowledge of networks and network infrastructure is desirable