Sales & Trading Desktop Support Team Lead Sales & Trading Desktop Support Team Lead …

Morgan Stanley
à Hong Kong, Hong Kong, Hong Kong
CDI, Plein-temps
Dernière candidature, 25 mars 20
Morgan Stanley
à Hong Kong, Hong Kong, Hong Kong
CDI, Plein-temps
Dernière candidature, 25 mars 20
See job description for details

The Sales and Trading Support Team's primary focus is to provide frontline desktop support a number of departments including Institutional Equities Division, Fixed Income and Foreign Exchange Division and Fund Services.

- To maintain a stable desktop environment for the Sales & Trading business units
- Provide 1st level troubleshooting support on software & hardware, OS, applications and remote devices as required
- Escalation, management and communication of IT incidents or outstanding problems
- Perform root cause analysis and escalate to vendor or other technology teams to reduce reoccurrence of issues
- Act as a liaison between the BU and other IT groups
- Perform testing, user piloting and deployment on both software & hardware
- Create and maintain support documentation
- Support the delivery of projects and initiatives both regionally and globally; track and communicate project milestones; communicate product deployment to target users
- Extract and consolidate metrics for Service Manager reporting and auditing of team performance; highlight recurring issue trends
- Identify opportunities for automation of repetitive tasks and team working efficiency enhancements
- Provide technical & procedural guidance or instruction to consultants
- Partner with the Service Manager to develop and enhance the technical service level provided by the team
- Understanding of Risk and the role the team plays in the Firm in minimizing Risk
- Standard working hours are in operation, however there is the need to be flexible due to some on-call, incident management, weekend work checkouts and adverse environmental factors


- Bachelor's Degree
- More than 4 years of relevant IT support specialist experience
- Understanding of ITIL methodology
- Verbal and written English communication skills

Desired Experience in the following:
- Trade floor experience
- Understanding of Market data
- ITIL Foundation Certificate
- Strong verbal and written English communication skills
- Experience coordinating projects
- Demonstrable experience providing individuals with technical development
- Analytical and problem solving skills
- Strong Information and IT Security mindset
- Keen sense of ownership, following issues through to conclusion
- Customer service mindset to generate customer value, loyalty and trust
- Ability to work whilst under pressure, dealing with users effectively and calmly in stressful situations
- Track record working with technology partners
- Technical knowledge of Microsoft Operating Systems, Application support and fault diagnosis as well as associated computer hardware and peripherals
- Experience supporting Financial Institution applications
- Multilingual skills and international experience is a plus