Company Description
Fund services | Corporate | Capital markets | Private client | Regulatory & Compliance
We help clients succeed by unlocking new value through expertise, trust and scale. We deliver solutions that solve complex challenges faced by asset managers, financial institutions, corporates, high net-worth individuals and family offices.
With a curious mindset, we ask the right questions to get to the right solution, faster. We collaborate to win together, sharing successes and shaping the future of our global business. Our culture of support and recognition provides the tools and opportunities for you to grow, while unlocking the most value for our clients and making your mark with Ocorian.
Expertise: We deliver specialist, tech-enabled solutions for our clients grounded on deep industry expertise.
Trust: We’re a trusted partner to over 8,000 clients globally. We are proud to have long-lasting partnerships with our clients.
Scale: With more than 1,500 colleagues, we operate across 20+ countries, our scale enables us to support our clients globally and locally, providing a seamless client experience across borders and service lines.
Job Description
The IT Service Desk is the central point of contact for all IT related incidents and service requests for Ocorian Group. The Service Desk Analyst will provide first line technical support for all Ocorian users ensuring Incidents and Service Requests are logged, responded, and resolved in line with ITIL Standards.
Service Desk Analysts in Ocorian must consistently provide first class customer service while working in a dynamic, fast paced environment.
MAIN RESPONSIBILITIES
Provide 1st line support via phone, e-mail, walk-ups, and deskside support.
Record all Incidents and Requests in the ITSM Platform ensuring correct categorisation is applied
Carry out and document troubleshooting on all incidents before escalating to Technical Teams
Keep Incidents / Service Requests up to date ensuring SLA is maintained and users are consistently updated on progress
Assign the incidents and requests that cannot be resolved 1st line to the appropriate teams with detailed handover notes
Manage all new staff onboarding / off boarding including the provision of IT equipment, account set up, engagement with other IT Teams to ensure a smooth operation
Maintain the asset register within the ITSM Platform for end user equipment
Ensure all calls are responded to in a timely manner and within agreed SLAs
Pro-actively engage with users in your site to build relationships and ensure their IT is working as expected
Notify Technical Teams of any issues having major impact on users (via the appropriate channels)
Develop a detailed understanding of the Group and departments that are supported.
Build and maintain good relationships with the Service Desk Analysts globally.
Establish and maintain regular communications with the global IT Team, management and end users regarding IT activities and issues.
Any other such duties that might be reasonably required for this role.
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Qualifications
KNOWLEDGE, SKILLS, AND EXPERIENCE
Experience working in an IT environment, or customer service experience
Have enthusiasm and passion for IT Support
Strong commitment to excellent customer service
Good understanding of current PC operating systems and applications
Demonstrates clear verbal communication, politeness, respect, and consideration for others.
Strong organisational skills
Excellent time management skills
Self-management of workload with ability to prioritise and execute tasks.
Takes responsibility for personal development and progression.
Ability to use initiative, work independently and as part of a global team in line with agreed procedures and processes.
Confidence to speak with users over the phone and in person to help resolve IT issues.
Willingness to learn and continually develop.
Capability to follow process and procedure.
Additional Information
All staff are expected to embody our core values that underpin everything that we do and that reflect the skills and behaviours we all need to be successful. These are:
- We are AMBITIOUS – We aim high and are always seeking new ways to delight our people and clients
- We are AGILE – We act on our initiative to get things done
- We are COLLABORATIVE – We achieve more working together
- We are ETHICAL – We behave with integrity at all times
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