Senior Service Desk Analyst, Night Shift (FinTech)

Robert Walters

Kuala Lumpur
RM 72,000-108,000 per year
Permanent
Full-time

30 days ago
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Contract type: FULL_TIMESpecialism: Tech & TransformationFocus: Infrastructure & IT OperationsIndustry: ITSalary: MYR72,000 - MYR108,000 per annum + Shift Allowances, OT Claims, BenefitsLocation: Kuala Lumpur FULL_TIMEConsultant: Benjamin ChaiJob reference: AEWBRB-5DC4E26ADate posted: 26 March 2024 kuala-lumpur tech-transformation/infrastructure-it-operations 2024-03-26 2024-05-25 it Kuala Lumpur MY MYR 72000 108000 108000 YEAR Robert Walters https://www.robertwalters.com.my https://www.robertwalters.com.my/content/dam/robert-walters/global/images/logos/web-logos/square-logo.png trueThis company is a global leader in providing technology and service solutions to the financial markets. They are currently seeking a Senior Service Desk Analyst to join their team based in Kuala Lumpur. This role offers an exciting opportunity to be part of a dynamic team that monitors clients' voice, electronic communications, and trading infrastructure round-the-clock.The successful candidate will have the chance to work with over 6,000 market participants across six continents, providing agile and efficient ways for customers to adapt to ever-changing requirements for advanced data networks, compliance, and collaboration.

Opportunity to work with a global leader in financial market technology and services
Dynamic role involving monitoring, diagnostics and customer service support
Chance to collaborate with a diverse team

What you'll do:As a Senior Service Desk Analyst, you will play a crucial role in maintaining a reputation for exceptional service. You will be responsible for providing first-line diagnostics and troubleshooting support, ensuring that all client issues are resolved efficiently. Your ability to monitor network performance across various platforms will be key in managing event notifications proactively. In addition, your strong interpersonal skills will enable you to mentor new starters and junior team members effectively.

Provide technical customer service support to clients via various communication channels
Assist in organising the team's daily tasks and responsibilities and help drive activity to ensure that tickets and clients are updated per defined intervals
Monitor network performance across a variety of platforms and proactively manage related event notifications
Work as an escalation contact with telecommunications and service providers globally to ensure timely fault resolution
Mentor and coach new starters and junior team members; assist in creating training plans and provide advice direction through guidance and example
Liaise closely with Tier 2 and other engineering teams to ensure issues are being addressed with efficiency and speed to meet SLA requirements

What you bring:
The ideal candidate for the Senior Service Desk Analyst role will bring a wealth of service desk experience, with a minimum of five years in a similar role. Your working knowledge of industry-standard ticketing tools such as Remedy, Salesforce, and Service Now will be essential for this role. Excellent verbal and written communication skills in English are required, along with the ability to provide shift cover as part of the team roster.

Proven Service Desk experience (minimum of five years)
Experience working in third party environment (or similar), supporting regional or global users
Working knowledge of industry-standard ticketing tools i.e. Remedy, Salesforce, Service Now
Excellent oral and written communication skills (English)
Ability to provide shift cover as part of the team roster which will include weekends and public holidays

What sets this company apart:
This company is renowned for setting the standard in the financial markets globally with their exceptional services and comprehensive technology. They are committed to attracting, nurturing, and promoting diverse talent across their workforce and fostering a sense of belonging within their employee family. Their global financial community includes over 6,000 market participants in 700 cities across six continents, providing agile and efficient ways for customers to adapt to ever-changing requirements for advanced data networks, compliance, and collaboration.What's next:
If you're ready to take your career to new heights with an industry leader, don't hesitate!

Robert Walters