The Hong Kong Service Desk provides Fidessa’s first line support service to customers and forms part of Fidessa’s global support team.
The desk is responsible for providing both on-site and remote support to users and trading support personnel, maintaining a strong relationship with clients as well as developing a deep understanding of client systems and business practices.
Duties and Responsibilities
Analyses each call, using business acumen to identify the nature of the incident and action appropriately
Deals with calls immediately, either independently or by passing to the appropriate team to ensure optimum resolution
Attends client site to assist with issue resolution and increase business knowledge where requested
Participates in the team shift patterns and assists with weekend work and out of hours escalation when required
Develops strong working relationships with other departments to assist with the delivery of our service to clients. Adheres to "best practice" and department procedures for client communications, incident progression and investigation
Key Requirements and Qualifications
First-hand experience of supporting trading systems in a production environment
Have an enquiring mind with an analytical and proactive approach to problem solving, even when under pressure. Able to view situations from a customer perspective and act accordingly
Service desk analysts need to be dynamic, resilient and objective, delivering rapid and accurate solutions to the incidents raised by customers
First class English written and verbal communication skills, fluency in Cantonese / Mandarin
A strong desire to develop a deep understanding of financial markets and business flows and Fidessa's functionality