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Job Information
Job title

Senior Support Desk Analyst (2nd & 3rd Shift)

Company Ajilon
Wage between $0.00 - $0.00 Annually
Location United States, New York, New York
Employment type Full Time
Education Bachelor
Year Experience 2 - 3 Years of Practical Experience
Travel Not Specified
Published on 3/31/2007
Description
The Senior Support Desk Analyst is a technical support specialist and team leader working on a shift basis. The role is to provide technical support services to Member Banks and internal staff and to act as a point of escalation for the Support Desk and Service Desk Analysts. The Support Desk operates in both the London and New York offices as a single entity on a 24 hour x 5.5 day basis. The New York hours critical hours are 11pm - 7am, however there is an alternate evening shift spanning 4pm - 12am. The role involves some weekend work on an ad hoc basis.

Main duties and responsibilities=09
Provide a point of escalation to the Support Desk and Service Desk Analysts and First Line call handlers in technical and other internal or member related matters. =09
Assisting the Support Desk Manager in recruiting desk analysts. =09
Act as a support representative on high severity incident calls and client conference calls. =09
Manage the daily checklists and tasks to ensure timely completion and accurate reporting. =09
Oversee more junior members of the team particularly during out of hours shifts. =09
Monitoring and support of Business Systems as documented in the Member Support Desk procedures. Monitoring the technical infrastructure out of hours and responding appropriately to any faults =09
Providing a point of contact for the Service Hosts (3rd parties) for problem management and problem resolution. =09
Monitor and resolve issues with Bank clients and Bank Gateway performance. =09
Support and advise Member Banks with technical and service related issues both on live and test systems, and assist with upgrades and member technical approval. =09
Establish and maintain basic understanding of the Foreign Exchange market and settlement processes.=09
Provide training for the Service Desk Analysts, in the form of tuition and guidance in day to day matters.=09
Review and assist in the implementation of the Service Desk & Support Desk procedures. =09
Participating in team projects that enhance the quality or efficiency of IT support. =09
Acquiring and maintaining current knowledge of relevant products and systems.=09
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Experience/Skills
Undergraduate degree
5 years hands on IT experience in a technical operations environment, and a minimum of 3 years experience in an Analyst role=09
3 years Banking experience in a technical support role, plus 2 years working closely with and supporting bank operations. =09
3 years hands on PC experience. =09
Hands on Microsoft experience including Windows and Office.=09
Hands on Unix experience at fundamental level=09
Knowledge of ITIL standards and Service Desk process flow =09
Experience of supporting bespoke applications =09
Experience of installing and debugging software packages on servers and clients=09
Experience of monitoring technical infrastructure - e.g. servers, networks and performing first line troubleshooting =09
Knowledge and understanding of SWIFT network and interfaces =09
3 Years experience of working with trouble ticketing / problem management system. =09
Experience working with Remedy application.
Experience of working with HPOV =09

Interested candidates, please email a Word version of your resume to darren(DOT)bakay(AT)ajilon(DOT)com.

***Adecco/Ajilon is an Equal Opportunity Employer (EOE).***=09


Other desired skills:
Help desk, banking operations, network support
This job has expired.