Service Desk Analyst

1 week ago

Taguig, National Capital Region, Philippines London Stock Exchange Group Full time $40,000 - $60,000 per year
Role Responsibilities:
  • Ensure that the highest levels of service are delivered to clients
  • Provide telephone and email-based customer support
  • Provide first-line investigation and diagnosis, resolving at first contact whenever possible and keeping customers informed of progress
  • Assess the impact and urgency of cases and gather appropriate information for the request
  • Responsible for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA's and that all issues are resolved quickly and efficiently
  • Maintain accurate records of activity taken throughout the lifecycle of a case
  • Management of escalation through other teams, ensuring high quality of feedback and service to customers at all times
  • Work closely with Service Management Team to maintain excellent service including handing over to US
  • Develop a good understanding and technical expertise across all products
  • Resource for project work
  • Support the Client Services Manager towards continuous improvement of team process and customer experience
Experience and Qualifications Required:
  • At least 1 year of experience in customer support is a plus.
  • At least 1 year of experience in Financial Services / Trading Support is a plus.
  • Bachelor's Degree, Finance or related degrees preferred
  • Recent graduates are welcome to apply
  • Good understanding and awareness of IT terminologies
  • Ability to translate technical language into user-friendly information
  • Must be flexible to work shifting schedule
  • Excellent communication skills (written and verbal)
  • Good decision-making skills (able to act decisively under pressure)
  • Highly motivated and an energetic team player, determined and driven with a can-do attitude
  • Ability to work in a high-pressure environment in terms of volume and intensity of activity
  • Ability to adapt to new situations quickly and think on his/her feet

London Stock Exchange Group

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