Assists in the design, coding, reviewing, analysing and modifying of technical solutions. ; Interaction limited mostly to within own team. Limited exposure to / interaction with business leadership. Works under supervision. Works within standard procedures and work instructions, and under the guidance of a more experienced colleague. The role works to provide or maintain IT operational effectiveness within the trading environment. They provide the first level of support for things such as PC hardware and networking systems, Windows environment, standard Microsoft Office packages, trading specific packages used for analytics, a variety of external information services, online trading systems and services and all ‘in house’ systems essential for the trading network to function. To fulfil this role, they need to be familiar with local major Trading systems, and with the way in which these are used by the Business to facilitate their work. They are also required to liaise with the Global Helpdesk, Trading Delivery Vertical Teams, other IT Teams, and external Vendors on such issues that cannot be addressed within the TS team. This role is evolving and becoming more technical to better support the business needs as they are now developing tools/apps on their own.
*Hours of operation can differ per region but cover a shift between local business hours. (Note to update accordingly per the region of posting)
Accountabilities
Provide effective IT floor support to resolve immediate operation issues to minimise impact; 1st level troubleshooting; Windows OS, PC, network, Microsoft Office (M365 suite), Exchange and Active Directory, trading specific packages, external information services, online trading platforms, bespoke trading applications
Focal point/ ‘go-to’ resource at local site
Mentoring and onboarding responsibilities for new permanent and contract staff at local site
Maintain good working relationship with stakeholders such as the Trading business users, IT Service Desk and partners, vendors, and IT management
Work collaboratively (i.e., Service Assurance team, Enterprise Services and Application Operations) to coordinate effective resolutions to operational issues
Ensure all required security, compliance and equipment demand processes and procedures are followed
Facilitate local deployment of software and hardware rollouts, as required
Provide support during the regional annual Business Continuity tests
Balancing satisfying user requests while adhering to the IT policies and processes
Apply technical acumen towards continuous improvements to processes and tools both inside the team and to support the business
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