Job description
Overview:
This role is for the Distributed Computing Support, Service Desk Coordinator Analyst role within the Systems Infrastructure department in Technology. You will work in a fast-paced team environment supporting our Trading floor, middle, and back-office users.
You will be responsible for creating/maintaining documentation and FAQs within Service-Now
The candidate will have ample opportunity for technical growth. The ideal candidate will be an ambitious self-starter that takes the initiative.
The anticipated salary range for this role is between $73,000 and $86,000. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.
Responsibilities:
Experience that is a major plus:
Required Skills / Abilities:
SMBC Capital Markets, Inc. is a market maker for swaps, including interest rate, currency and commodity swaps and related derivative products, headquartered in New York as a wholly owned subsidiary of SMBC. SMBC Capital Markets, Inc. was provisionally registered as a swap dealer with the Commodity Futures Trading Commission on December 31, 2012. Our business works in close collaboration with SMBC Nikko Capital Markets Limited in the UK, and SMBC Capital Markets Asia, Ltd in Hong Kong to provide global coverage to SMBC’s corporate, institutional, and project clients. Capital Markets maintains its own middle and back-office functions, including Risk Management, Compliance, Systems, Finance, and Operations
This role is for the Distributed Computing Support, Service Desk Coordinator Analyst role within the Systems Infrastructure department in Technology. You will work in a fast-paced team environment supporting our Trading floor, middle, and back-office users.
As a Service Desk coordinator, you will be responsible for fielding and resolving user inquiries. You will answer, resolve, and document issues either on the phone, or during a desk side visit. You must have the ability to identify and organize problem tickets with priority, and route to the appropriate staff if needed.
The candidate must have knowledge of Microsoft Windows, Microsoft Office (Outlook, Word, Access, Excel, PowerPoint), desktops, printers, laptops, mobile devices, and experience with Service-Now.
You will be responsible for creating/maintaining documentation and FAQs within Service-Now
The candidate will have ample opportunity for technical growth. The ideal candidate will be an ambitious self-starter that takes the initiative.
The anticipated salary range for this role is between $73,000 and $86,000. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.
Responsibilities:
- Responsible for following established guidelines and identifying and resolving problems with escalations
- The individual at this level is expected to use some independence of thought, though can refer more complex problems to supervisors or other experts as needed.
- On- and Off-boarding Support- Be the technology point of contact for employees entering and leaving the company, distributing, and collecting hardware following Service Delivery policies and procedures
- Responsible for making sure ALL user requests are entered into Service-Now
- Act as admin for members of the leadership team.
- Provide early and or late coverage (7am / 7pm)
- Service Now Support- assist in maintaining service catalog records, user changes, and other system data
- Providing assistance with procurement
- Responsible to make sure all UAM and RAISE requests are processed in a timely manner
- Responsible for creating/maintaining documentation and FAQs -
- Appropriately escalates problems as required and monitors resolution progress until the problem is resolved to the caller’s satisfaction.
- Being main support for VIP users, and knowing proper escalation procedures
- Knowledge of Active Directory, Windows Server, and Desktop
- Work on assigned Distributed Computing projects and tasks
- Using the incident/problem tracking system, accurately documents all incoming calls documents all call resolutions.
- Maintain effective communication with the systems Infrastructure team and management regarding esclations
- The candidate is required to update/maintain all documentation and will be tasked with improving such documentation as required.
- Minimum 2-5 years’ experience in a User Support, Systems Support, or Service Desk or Dispatch Administration role.
- Candidate must have thorough familiarity with Windows Desktops, and Microsoft Office applications.
- Installing software, patches, and updates on workstations and laptops.
- Troubleshooting and replacing hardware.
- Troubleshooting basic network, software, and printing problems.
- Managing Users and Computers through Active Directory and Microsoft System Center Configuration Manger (SCCM).
- Candidate should possess a strong knowledge of networking, and an understanding of Windows registry, User Administration, NTFS security, performance monitoring and reporting.
Experience that is a major plus:
- Service-Now Dispatching
- Customer Service
- Citrix XenApp/Xendesktop
- Procurement – Coupa or other procurement software
Required Skills / Abilities:
- Excellent customer service skills
- Excellent verbal and written communication skill
- High sense of urgency as a Trading Floor environment needs to be supported
- Able to follow directions, priorities, and guidance from management
- Ability to multi-task and work on several projects at the same time
- Strong ability to deliver on time
- Ability to document process, requirements, and create test plans
- Strong ability to translate business requirements into technical solution
- Strong team player
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