As a member of Advisory Support (IT Desk-side Services) team, you will need to work with support teams and other IT departments within the firm on various troubleshooting and customer requests.

This role entails a challenging mix of troubleshooting & consultation to our end users whilst also planning and executing on a variety of projects and improvements along the way. 

Our "Value Add" is our customer-focused mindset; delivering a Superior Customer Service Experience is at the core of the decisions we make and solutions we provide. 

Support Area: Investment Banking, Global Capital Market, Research, Investment Management, and Firm Management divisions in Japan
 

Duties and responsibilities include:

• Troubleshooting issues escalated from IT Helpdesk
• Provide on-site technical support for desktop PCs – both software and hardware
• Physically set up computers and software system installation
• Support Market Data and in-house developed applications
• Perform basic hardware moves and changes
• Record and manage all incidents and requests in ticket-tracking system
• Ensure timely resolution of issues by acquiring necessary information to best measure impact to the end users
• Proactively inform management of trends, significant problems and expected delays
• Provide other IT-related support as required by the business (Holiday, off-hour and BCP Support)
• Test applications as required by the business before rollout
• Documentation of products and processes

 

Experience and skills:

Required:

• English language: Advanced Level - Strong verbal, written, listening communication experience
• Japanese language: Advanced Level - Strong verbal, written, listening communication experience
• 2 to 5 years of IT support experience
• Good Working knowledge and IT experience supporting Microsoft Windows configuration, Desktop Administration, Microsoft Office Suite
• Solid understanding of Intel based PC hardware/peripherals
• Analytical and problem-solving skills
• Team player and the ability to collaborate
• Ability to work independently and drive innovation
• Ability to make decisions following approved procedures in a fast-paced environment
• Multitask and ability to prioritize tasks
• Project execution exposure

 
Desired:

• Basic understanding of network and server infrastructure
• Experience in market data application support
• Bachelor’s degree

 

Support Coverage:

• Monday to Friday, 8 working hours/day shift (including 1 hour lunch) between 08:30 to 19:00 based on shift roster determined weekly
• Very occasional non-office hours (evening & weekend) over time work requires