Service Desk Analyst with Italian

Short company description

LSEG is one of the world’s leading providers of financial markets infrastructure and delivers financial data, analytics, news and index products to more than 40,000 customers in over 170 countries.

We help organisations fund innovation, manage risk and create jobs by partnering with customers at every point in the trade lifecycle: from informing their pre-trade decisions and executing trades to raising capital, clearing and optimisation.

Requirements

• Good understanding of Microsoft Windows core technologies is essential;
• Knowledge of Microsoft Citrix is a plus;
• Working knowledge of the ITIL / ITSM methodologies
• 3+ years of customer service in a multinational environment;
• Ability to focus and prioritize;
• Fluent in Italian;
• Good english communication skills.

Responsibilities

• Receive tickets by telephone, email and the Remedy call management system;
• Work as a first point of contact - first line investigation and diagnosis of incidents reported prior to referral;
• Ensure the best possible performance, quality, and responsiveness of the application;
• Record every request for support into the Remedy call management system ;
• Proactively monitor the progress of each request and escalate where required ;
• Ensure that co-ordination and communication between the Service Desk and the technical support teams are being maintained in system critical situations;
• Maintain the Service Desk solution documentation and knowledge bases;
• Ensure that all work is in accordance with the defined application development lifecycle process;
• Proactively work and undertake any other duties as may be required by LSEG management on an ad-hoc basis.

Other info

We are looking for intellectually curious people, interested in the bigger picture of how technology industry is evolving, ready to ask difficult questions and deal with complicated scenarios. If you are a forward thinker and problem solver, this is the place to be as we will be supporting you to fast forward your career.

We maximise each employee’s potential through personal development through a wide range of learning tools both formal and informal. We believe in remunerating our people with competitive salaries and a range of attractive benefits such as:

• Pillar 3 Supplemental Pension
• 25 days’ holiday a year
• Private medical insurance
• Group life insurance policy
• Meal vouchers