Description:
All IT Incidents and Service Requests must be recorded and managed in the global
ticketing system and executed in compliance with the PPM.
Key Responsibilities
- Software installation.
- Troubleshoot, repair, and maintain software applications & infrastructure.
- Escalation from helpdesk for application support including inhouse, 3rd party
applications and market data applications.
- Provide support for operating system drivers, software and firmware.
- Provide support to users for home connection and work from home set up – laptop or personal laptop + virtual machine.
- Ensure that policies and procedures are followed, communicated, and
adhered to.
- Create and maintain support documentation.
- Interacting with other support groups (local and global) within the firm across multiple
platforms.
- Record and manage all Incidents and requests in ticket-tracking system.
- Proactively inform management of trends, significant problems and expected delays.
- On-call – Participate in rotating schedule providing afterhours and weekend support.
- Take initiative to stay current on technology and participate in training programs.
- Be proactively responsive to multiple mediums of communication platforms such as
email, Microsoft Teams, Skype, Symphony, Jive, etc