Technical Support Analyst

Schroders Investment Management
Luxembourg, Luxembourg
Sep 09, 2022
Sep 16, 2022
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
Technical Support Analyst

About Schroders
We're a global investment manager. We help institutions, intermediaries and individuals around the world invest money to meet their goals, fulfil their ambitions, and prepare for the future.
We have around 5,000 people on six continents. And we've been around for over 200 years, but keep adapting as society and technology changes. What doesn't change is our commitment to helping our clients, and society, prosper.

What you will do

  • Be the window into GT&C support - proactively aiming for world class service face-to-face, and:
    • Be a Schroders Shared Services Ambassador and recognise that you are the first and last impression for all visitors to the Techbar, providing a "white glove" service for our VIP clients
    • Servicing our fast paced, high demands from our clients whilst maintaining our quality
    • Provide a warm, courteous and prompt welcome on arrival for all customers / clients, and throughout the process end-to-end, including departure. A seamless "world class" client experience, leaving a positive impression, which encourages adoption of the service, and including
      self-help tools / knowledge management and solicit improvement ideas
    • Deliver on the vision of "Making a difference every day by improving our processes and procedures, codifying them in Knowledge Articles so that others can immediately benefit from the improvements
    • Enabling our internal clients and business by resolving technology issues or requests
    • Demonstrating a controls mind-set, thinking ahead of the game, preventing repetition through Continuous Service Improvement (CSI)
    • Provide 1 st Line overflow for the global service desk
  • Champion the Schroders Information Security policies and standards and ensure adherence
  • Responsible for providing technical assistance throughout the lifecycle of any client engagement
  • Act as a point of escalation providing guidance, support and expertise when required as part of normal activities, whilst supporting the needs of the client

How you will do it

  • Proactively adhere to our Global Policies and Standards in relation to the Techbar Service
  • Ensure that you are able to recognise and greet the key stakeholders (VIP) at all times, proactively maintaining your personal knowledge and any changes within the senior leadership team.
  • Proactively seek Continuous Service Improvement opportunities, logged centrally for management prioritisation
  • Build a professional working relationship with other Global Technology Serviceline Technical Leads to ensure shared services as a whole are delivering as expected
  • Form a professional working relationship with all levels of the Global Serviceline, including Service Desk, Operations and Engineering teams
  • Ensure that waiting visitors are kept informed of any delays and progress to ensure client expectations are clear .

The Knowledge, Experience and Qualifications That You Will Have

  • Mandatory proficiency in the latest Microsoft Operating systems.
  • Mandatory experience in the following technologies:
    • Office365 incl Teams, OneDrive, OneNote
    • SharePoint 2010/2016/Online
    • Active Directory (Azure & On-Prem)
    • Mobile devices (iOS, Microsoft and Android)
    • Citrix/VDI environment
    • ServiceNow
  • Ability to handle day-to-day technical issues, including but not limited to:
    • Performance issues with user devices
    • Hardware fixes and warranty management
    • Stock management - Create and manage purchase order lifecycle
    • Installs, moves and changes
    • Setting up and troubleshoot mobile devices - iPhones, iPads, laptops
    • MobileIron experience.
    • Experience of Audio/Video support
  • Provision of User Training on core Schroders applications & infrastructure
    • Provide client based "How to" sessions
    • Training needs and analysis to address re-occurring technology challenges
    • Develop & implement specific technology based training to counter common user issues
    • Create a forward schedule of training for clients/users

The Knowledge, Experience and Qualifications That Will Help

  • Fabulous at customer service
  • Experience of working in the financial sector
  • Experience, knowledge or a qualification in the ITIL Framework
  • Experience of ServiceNow
  • Microsoft Certified Professional (MCP) is preferred.

We're looking for the best, whoever they are
Schroders is an equal opportunities employer. You're welcome here whatever your socio-economic background, race, sex, gender identity, sexual orientation, religious belief, age or disability.

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