Support Analyst

Hunt Group – a mix of recruitment (executive search and head hunting) and outsourcing activities in industries such as IT, oil&gas, banking, finance and automotive.

- 3-4 years’ experience on a helpdesk or similar client-facing role
- Service-oriented approach, good customer-facing telephone/email capabilities
- Knowledge of SQL (specific SQL Server experience is best)
- Basic understanding of networking including FTP/SFTP
- Java, JavaScript, DHTML, JBoss, Apache (all on Windows platforms); exposure to other technologies an advantage
- Previous experience with JIRA/Confluence (as a user, good; as an administrator even better)
- Basic Linux system administration skills, MySQL exposure
- Financial messaging (SWIFT FIN, FIX) and financial post-trade service providers (Omgeo, SWIFT Accord)
- Post-trade processing for equities, equity derivatives and other instruments. Knowledge in reconciliations and/or transaction reporting and reconciliations
- Regulation, MiFID / EMIR

Customer Support – helping man the UnaVista helpdesk, responding efficiently to customer queries and carrying out Tier 1 and Tier 2 investigation of reported problems in accordance with SLAs. Most support is via telephone or email and all customer contacts are to be reported in the helpdesk system
- Build and maintain solutions on the UnaVista platform in accordance with requirements prioritised by product management
- Ensure existing and new solutions are optimized and scalable to ensure on-going support requirements are minimised
- Be or become highly knowledgeable in the relevant business domains
- Work with product management and customers to ensure that business solutions are correctly designed and built
- Work with development, professional services, QA and support teams to ensure that business solutions are delivered to plan and customers are satisfied
- Data centre coordination – working with staff in the LSEG’s technical operations group to ensure that the UnaVista servers and network infrastructure are appropriately managed and maintained
- Working with the Head of Support to continue to find ways to improve the level of customer service
- Internal infrastructure administration – helping to administer the team’s case management module used for tracking helpdesk tickets, application lifecycle management, and project management tasks, etc
- Internal wiki, used for internal and customer-facing documentation