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VP Digital User Experience

Location
New York
Job Type
Permanent
Posted
13 Sep 2020

What we do

Company's business is investing on behalf of our clients, from large institutions to parents and grandparents, doctors and teachers who entrust their savings to us. We are committed to our clients-period. Our promise is to offer them the clearest thinking about what to do with their money and the products and services they need to secure a better financial future.

That's why investors of all kinds have made us the world's largest asset manager, entrusting us with trillions of dollars, and it's why companies, institutions and global governments come to us for help meeting their biggest financial challenges.

Job description

Description

About this role

Technology and Operations promotes One Company's unified approach to asset management by ensuring that the firm's operations are consistent and efficient across a broad spectrum of client channels, regions, and investment products. With operations teams around the globe and an unparalleled range of investment products, operational perfection is essential to delivering the best results for our clients.

The Desktop Support technician is primarily responsible for the efficient...

Description

About this role

Technology and Operations promotes One Company's unified approach to asset management by ensuring that the firm's operations are consistent and efficient across a broad spectrum of client channels, regions, and investment products. With operations teams around the globe and an unparalleled range of investment products, operational perfection is essential to delivering the best results for our clients.

The Desktop Support technician is primarily responsible for the efficient and accurate support and maintenance of systems and applications used at Company. This role is part of the global desktop support team which focuses on the direct face-to-face interaction with the business and delivery of technical solutions for all production systems. This is a hands-on role, responsible for independently handling incidents and service projects of varying degree, in an environment of constantly changing priorities maintaining a high level of accuracy and production.

The Desktop Support technician uses a broad range of industry experience, practices/procedures to provide sophisticated troubleshooting and experience to specialize in areas that include, but are not limited to, sophisticated incident resolution, service project management, and executive support delivery. This includes the ability to independently perform a variety of complicated tasks collaboratively with other operational teams.

The Desktop Support technician can recommend team-specific operational improvements such as efficiency, customer satisfaction, selection support tools, risk reduction, through reporting and metrics. Duties are performed in accordance with established schedules and procedures, but employees have a wide degree of creativity and latitude to coordinate their work using service tracking tool, make adjustments and ensure proper completion and reporting work you're doing.

INCIDENTS: Primary area of responsibility is effective analysis, troubleshooting and accurate problem solving of technical incidents of varying degree by responding to issues received by Service tracking tool, email, phone or walk up. Includes hardware break/fix, solve software support for standard operating systems, efficiency tools and utilities. May require working at remote sites and overtime.

SERVICE PROJECTS: Responsible for accurate evaluation and critical planning of hardware projects, presentation requests, asset inventory & other assignments. Participation will require travel offsite and overtime, as needed.

MAJOR INCIDENT HANDLING: Provide clear diagnosis of time sensitive or high priority issues. May act as escalation point and work with other resolver teams to facilitate resolution and follow up. Participate in on call support.

COMMUNICATION: Provides timely, clear and ongoing communication with end users to define clear expectations. Get along with vendor technical support to ensure effective resolution of 3rd party service. Ensure timely onsite support. Post service messages & relay updates to internal business groups. Track communications in Service tracking tool

REPORTING & METRICS: Proactively maintain workload using ticketing system or other reporting tools. This includes the timely update of incidents assigned and received through alternate channels. i.e. by phone, walk up or email. Perform metrics and diagnostic reporting as part of niche support area.

Looking for:

  • Experience in all facets of desktop support on desktop, laptop and mobile devices
  • Experienced with supervising all work via a ticketing system like Service Now
  • Experience in creating and managing dashboards and providing regular management updates
  • Self-starter with the ability to work well independently and collaborate with all personality types at all levels of seniority and positions within Company
  • Ability to work well under tight deadlines and utmost pressure
  • Ability to work and collaborate well across global teams and departments including level 1, level 3 and engineering
  • Should be willing to innovate and try new things while handling risks
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Details

  • Job Reference: 173896486-2
  • Date Posted: 13 September 2020
  • Recruiter: ExecuNet
  • Location: New York
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Permanent