Responsibilties

• Build and maintain strong working relationships with clients, communicating confidently using business acumen
• Log, prioritise and manage incidents within ION’s IT Service Management tool, ensuring they are regularly updated and accurately reflect the current state of investigation
• Investigate and resolve incidents, communicating the status, risk and any other updates effectively and promptly to the client
• ]Liaise with internal groups as necessary, including Technical Support, Development, Implementation and Infrastructure teams
• Build and maintain a strong functional and business knowledge across ION’s suite of products
• Ability to work effectively within a team with minimal supervision
• Set and follow "Best Practice" in an ITIL aligned Service Desk
• Willing to work shifts and weekends 
• Willing to travel, if required

Required Skills, Qualifications and Experience

• Bachelor’s degree or equivalent experience
• 2-7 years’ experience in a similarly fast paced industry
• Strong analytical, reasoning and decision-making skills
• Superior written and spoken English skills
• Ability to communicate confidently and concisely using business acumen
• Ability to create and maintain strong working relationships both with customers and colleagues
• Calmness under pressure and the ability to maintain good humour, particularly in the face of adversity
• High quality of execution, productivity, rigor, and attention to detail
• Teamwork, reliability and collaboration
• Lateral thinking and good judgment
• Imagination, creativity, innovation and continuous service improvement

Desired Skills and Experience

• Demonstrable knowledge of financial markets; knowledge of Derivatives and electronic trading (highly desirable)
• Knowledge of Derivatives Trading Platforms (highly desirable)
• Front office experience (highly desirable)
• Knowledge / experience of ITIL processes
• Experience of working in Managed services / SaaS environments