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IT Support Analyst

2 months ago

Parramatta, Australia Link Group Full time

**Overview**

This will be done by creating and manage service requests made by internal business units. Ensure service requests are appropriately actioned according to agreed service levels and performance targets are met.

Part of this role will also include process improvement and working with all support teams to provide a better client service model to the business.

**Key Accountabilities and Main Responsibilities**
- To provide IT Technical & Digital support across a 24x7 environment to business users and clients through systems problem solving and maintenance
- Work with business users and IT colleagues to ensure timely resolutions are provided to identified issues
- Completion of regular scheduled tasks to support team SLAs
- Assist to scope system change requirements
- Provide effective performance support by minimizing downtime to the business by liaising with developers, back end support, database administrators and vendors
- Collaborate with other team members to improve the overall performance delivered to customers
- Actively commit to change to improve where complaints and data trends emerge
- Participate in after hours and weekend support
- Clear written communications back to business and IT stakeholders in relation to incidents or other general status updates

**Experience & Personal Attributes**
- Strong understanding in financial services and/or securities industry such as Registry, Broking, Exchange, Superannuation or Trading
- Experience with TIBCO, J2EE, Java, JSP, Websphere / Weblogic, Apache, SOAP, SQL Query writing would be advantageous
- Prior knowledge with IT Service Management tool ServiceNow and ITIL principles preferred
- Minimum 6 years experience in IT financial services
- Effective oral and written communications skills that adds value to our customer is essential
- Willingness to accept responsibility and be accountable for service provided
- Ability to work on call after hours and weekend in an unsupervised rostered 24x7 environment
- Analytical and Systematic approach to work
- Ability to work effectively in a team
- Sound knowledge of MS Office Products
- Advanced knowledge of Desktop PC operating systems is highly desirable
- Basic understanding of Network Infrastructure systems and technologies
- Good documentation skills
- Proven problem solving ability that lead to business solutions and improvements a must
- Pleasant and helpful personality

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our continued investment in our proprietary technology platforms allows us to automate wealth management workflows, manage large consumer and member bases, and provide insights through predictive analytics.

By focussing on product and service innovation, our Technology division has evolved to become an innovative provider of solutions, identifying and anticipating the needs of clients across Link Group.

Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

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