Trade Floor IT Support Analyst : World Leading Global Energy Trading Co.

Eaglecliff Limited
02 Feb 2017
02 Mar 2017
Contract Type
Full Time

Trade Floor IT Support Analyst : World Leading Global Energy Trading Co.

Start Date: ASAP

Duration: 12 Months Initially - Long Term Prospects

Salary: c.£32-33,000 per annum

World Leading Global Energy Trading Company has an exciting opportunity for a Trade Floor Support Analyst : World Leading Global Energy Trading Co. to join the he Trader Support team, located "on the floor" throughout the Trading areas of major Trading entities. They act as a first port of call for all front office staff located on the trade floors.

As a member of Trader support, your primary responsibility will be providing fast and effective IT support within a busy and pressured Trading environment in the London office.

About the Role:

  • Induction of new starters, configuration of PCs and ensuring satisfactory 'on-boarding’ from an IT perspective
  • Monitor telephone hotline, email Inbox and other communication tools where required
  • Log all interactions in HP Service Manager 9 and attempt immediate resolution
  • Proactively monitor call queues, and undertake L1 resolution of tickets within defined SLAs
  • Escalate incidents to appropriate teams and follow up progress
  • Handover to, and receive handover from, the Trading IT teams in the other regions.
  • Undertake ad-hoc infrastructure/desktop remediation work as directed
  • Maintain knowledgebase library -Support the disaster recovery site and take part in annual exercises as well as being on rotation for monthly maintenance visits.
  • Work closely with our service partners to ensure end users receive a seamless service.
  • Hours: 8:00am to 5:00pm

About You:

  • Proven IT support (2nd and 1st Line) experience within in a Trade Floor environment
  • Excellent customer-facing, interpersonal and communication skills gained from a Trading/Finance/Banking company
  • Excellent all-round technical skills including Windows 7, MS Office 2010, PC Hardware, Printers, Networking
  • Experience of working from a call-logging system
  • Ability to deal with business and IT management at all levels
  • Ability to work in a highly pressured environment and respond effectively to urgent customer needs
  • Exposure to Market Data Feeds (e.g. Reuters/Bloomberg)
  • Knowledge of support processes and ITIL certification
  • A team player who can also work solo when needed Accountabilities
  • Working under the direction of the Team Lead and Trader Support EU Manager
  • Prioritisation work according to urgency of demand -Meeting call resolution SLAs

This needs combining with a positive attitude and an ability to work within a large, globally dispersed project team in a multi-cultural environment. You also need to be a self-starter, a logical thinker and a quick learner, with strong initiative and excellent communication, interpersonal and presentation skills, able to write clearly and concisely.

We believe in equality of opportunity for all job applicants regardless of gender, marital status, race, colour, nationality, ethnic origin, creed or religion, disability, sexual orientation or age.

Specialising within Energy Trading, Oil & Gas, Financial Markets and TV & Entertainment, Eaglecliff Recruitment is ISO accredited, a Member of REC and listed within the top 4% for Financial stability by Dun & Bradstreet. Please telephone for an immediate response or email your CV for a reply within one hour. Eaglecliff Ltd is acting in the capacity of an employment agency for permanent recruitment and an employment business for contractor resourcing.