Deskside Support (Production Support), Associate

  • Competitive
  • Londres, Angleterre, Royaume-Uni
  • CDI, Plein-temps
  • Morgan Stanley
  • 18 nov. 18

See job description for details


The Sales and Trading IT team in London is looking for IT support / Product Integration Engineer (known internally as a Business Unit Support Specialist - BUSS).

The ideal candidate should have broad IT knowledge, have worked within the finance industry and possess the ability to work proactively to ensure the delivery of a consistently high level of service. The candidate must be able to maintain a balance between high productivity and high quality to meet the needs of an extremely demanding and challenging time to market environment.
The candidate should be an excellent trouble-shooter, with excellent technical and analytical skills, experienced with dealing with technical escalations and well as be able to run small to medium scale projects for the integration of desktop hardware and software applications.

The BUSS team work closely with the Sales and Trading business unit contact to collect and collate issues and feedback that are both technical and process related and look to provide continual service and process improvement.
Sales and Trading consists of Equities, Fixed Income and Commodities. The role has a high level of senior customer / client interaction across all departments and functional level of Sales and Trading. The successful candidate needs to be comfortable engaging with people at all levels but specifically c-level executives and be able work well under pressure.

The BUSS provides a single point of contact for the business within Sales and Trading. The BUSS ensures the end-user does not need to navigate IT to resolve their technical requirements. The BUSS team provides support and guardianship for all desktop technology, leveraging their technical and analytical expertise to resolve problems. The team manages projects ranging from small to large to ensure that end-user productivity is maintained through any desktop stability activities that the BUSS is responsible for whilst maintaining a level of guardianship of the production environment.
The BUSS team are responsible for initial escalation and fault finding with support from our desk side support team. The Team manages root cause analyses and consequently escalating complex problems and issues and escalates to Level 3 support, engineering or the appropriate service manager

The successful candidate will be able to identify general areas for improvement and pro-actively plan improvement, they will have a keen attention to detail and the understanding that the automation of repetitive tasks is key to a scalable stable support model and be able to demonstrate this through past experience.

Responsibilities include:


  • Provide single point of contact for user community for all IT related issues

  • Technical and procedural escalation point for the level one IT Helpdesk and Desk side support teams, as well as business user escalations

  • Ownership of incident/problem/outage management through to resolution

  • Participation in activities related to implementation and rollout for new services, upgrades, products and configurations

  • To implement and adhere to operational and technical standards, best practices, processes, and procedures (problem/ change/ release/ request/ procurement management; incident/service/time reporting)

  • To identify areas within the Business Unit where the BUSS is able to add value either through a technology solution and/or process change

  • To understand and perform project management activities

  • To provide an IT interface to communicate scheduled outages, planned system upgrades, new application deployments, or any IT initiatives that impact service

  • To encourage technical advancements, innovate, review and recommend change where there is clear business benefit.


Qualifications:


Skills required:

Technical:

  • MS Windows applications (MS Office 2003-2010, iWin, XP, etc.)
    Expert with Windows OS, XP, Win7

  • A solid understanding of Market data applications

  • Experience with Virtualisation & Citrix

  • Project management experience


Professional/Personal skills:


  • An ability to learn and navigate complex processes and internal systems

  • Critical thought process to identify improvements to complex internal systems.

  • An ability to document, update and keep on top of multiple work streams to complete tasks.

  • Strong analytical/problem solving skills

  • Ability to successfully prioritise and manage multiple projects and operational duties

  • Exceptional interpersonal skills

  • Strong oral and written communications

  • Experienced working in an enterprise environment.


Skills Desired:


  • Knowledge and experience working with Fixed Income, Equities, Commodities, Prime Brokerage or Fund Services businesses

  • MS Excel VBA advantageous

  • Ability to script on a Windows platform, Powershell, Batch etc

  • Experience in at least one programming / scripting language

  • Networking (TCP/IP, LAN/WAN fundamentals)

  • Knowledge of Workstation hardware setups

  • Trade Floor experience

  • MCP/MCSE/ advantageous

  • ITIL Foundation / advantageous


Company Profile

Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm's employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries.

As a market leader, the talent and passion of our people is critical to our success. Together, we share a common set of values rooted in integrity, excellence and strong team ethic. Morgan Stanley can provide a superior foundation for building a professional career - a place for people to learn, to achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.

Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents.