End User Services Specialist

17 hours ago

Sydney, New South Wales, Australia eFinancialCareers Ltd. Full time
Job Summary

We are seeking a skilled End User Services Engineer to join our team in Sydney. As a member of our End User Services team, you will provide support to business users in Sydney, Melbourne, and Tokyo, delivering a robust, stable, and highly available environment to the Capital Markets businesses to enable business productivity, growth, and reduce risk.

Key Responsibilities
  1. Manage and resolve requests/support tickets in a timely and efficient manner.
  2. Provide 1st and 2nd-level support on IT requests and incidents, ensuring minimal disruption to business operations.
  3. Provision and manage user accounts, ensuring secure access to systems and applications.
  4. Communicate effectively with users regarding IT incidents, outages, and changes, providing clear and concise information.
  5. Conduct regular reviews of applications and systems access, ensuring compliance with security policies and procedures.
  6. Process CAPEX and OPEX requests, ensuring accurate and timely completion.
  7. Monitor backups and perform system maintenance, ensuring data integrity and system availability.
  8. Maintain and produce system documentation, ensuring accurate and up-to-date information.
  9. Deploy and distribute software and platform enhancements, ensuring seamless integration with existing systems.
  10. Support telecom, audio, and visual infrastructure and services, ensuring minimal disruption to business operations.
  11. Coordinate and conduct regular attestation reviews, ensuring compliance with global policies and procedures.
  12. Adhere to standards, policies, and best practices, including change management, incident management, cable management, and information security.
Requirements
  1. Strong communication and written skills in English, with knowledge of Japanese an asset.
  2. Minimum 5 years' experience in end user services, working directly with end users.
  3. Experience in communicating with users via multiple support channels.
  4. Ability to prioritize tasks and objectives with minimal supervision.
  5. Ability to work in a team and be a team player in a fast-paced environment.
Preferred Qualifications
  1. ITIL Foundation Certificate or University Degree.
  2. Experience working in a Financial Services environment.
  3. Windows Client: imaging, troubleshooting, and management.
  4. Remote Desktop: Citrix - ADC, CWA, EPA, and Director.
  5. Collaboration Tools: WebEx, MS Teams, and Zoom.
  6. Microsoft Endpoint Configuration Manager: Software Distribution, endpoint management, patching, and compliance.
  7. Mobile device support: iPhone, iPad, Samsung, Mobile Device Management services.
  8. IT service management: ServiceNow, Change-Problem-Incident Management.
  9. End User Devices: Lenovo desktops/laptops, Device lifecycle management.
What We Offer
  1. A comprehensive Total Rewards Program, including bonuses, flexible benefits, and competitive compensation.
  2. Leaders who support your development through coaching and managing opportunities.
  3. Opportunities to work with the best in the field.
  4. Ability to make a difference and lasting impact.
  5. Work in a dynamic, collaborative, progressive, and high-performing team.
  6. A world-class training program in financial services.
  7. Flexible working options fully supported.

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