Logica is a business and technology service company, employing 39,000 people across 36 countries. We deliver business consulting, systems integration and outsourcing across all industries and business functions. We create value by successfully integrating people, business and technology to create effective, sustainable business ecosystems. Our people apply insight to create innovative answers to your business needs. More information is available at www.logica.com
Help Desk Analyst
Location:
Houston, TX
Help Desk Analyst, Level 1
Project:
Trading Support analysts are responsible, within their region, for providing first line support and advice on the use of GI hardware and networking systems, standard Microsoft Office packages, various “niche” packages in use by the Trading community for specific analytical purposes, a variety of external data and on-line trading systems services and also all “in-house” systems.
They act as a first line support for all Trading IT issues.
Normal support hours are 08:00 – 18:30, so members of this team work a staggered shift pattern to facilitate this coverage.
Responsibilities
Induction of New Users
To ensure that all Users are registered to all relevant systems with the correct roles for their jobs, that they are able gain access to these systems, and that they have a basic understanding of the systems.
Call Coordination
Provides first point of contact for all Trading IT application related calls from Users, including initial fault diagnosis
Monitor TIS (Trading Integrated Support) telephone hotline, email Inbox and MIM Alerts and any other means that Users use to contact IT
Perform fault resolution of known errors and apply known workarounds
Provide first point of contact and fault resolution for Citrix related issues.
Log all incoming calls via using Service Centre.
Monitor the Service Center queue and ensure that all tickets are adequately followed up, maintained and closed with an appropriate resolution description.
Escalate incidents to 2nd / 3rd Level support teams and notifications to Incident and Problem Managers
Notify the user that the issue has been escalated to L2 support.
Liaise with L2 to ensure that the issue gets prompt and proper attention.
Monitor system generated emails indicating system issues and act on these as required to prevent outage time for the system(s) in question.
Follow up regularly on any outstanding issues to expedite resolution.
Provide timely information to stakeholders on the progress of outstanding issues
New Application Onboarding
Take handover from the Development teams of amendments or enhancements to the Trading systems, and familiarize themselves with the operation of them.
Act as focal point in conjunction with the rollout team for such enhancements, and provide ongoing first line support and advice
Provide feedback on new and existing systems obtained from Users to IT developments teams to highlight potential system enhancements or new requirements.
Act as focal points for Users requiring additional information, and expedite the required solutions, liaising with developers as required
Experience and Qualifications required
Minimum of 2- 3 years of application support experience, prefer some knowledge of Trading environment
Experience with call-logging systems (e.g. Service Centre)
Excellent customer-facing, interpersonal and communication skills
Ability to deal with business and IT management at all level
Ability to work in a highly pressured environment and respond effectively to urgent customer needs
Knowledge of support processes and ITIL certification a plus
Delivers results
50446-CJB-0@logica.hrmdirect.com
This is an opportunity to join the Logica with North American headquarters in Houston, Texas, servicing our North American clients.
Logica
3700 West Sam Houston Parkway South
Suite 500
Houston, TX 77042
Logica is an EEO Employer.
