Our Client is world's No.1 spread betting and CFD provider. The company has offices in 17 countries across five continents, serving over 125,000 active clients worldwide. IG opened its new branch (R&D Center) in Krakow in 2015 and is to hire around 150 IT and Marketing Specialists for new projects and creating new products. It is highly innovative company with strong position on the market, working with new technologies in end-to-end Scrum methodology with best infrastructure and emerging technologies. If you are looking for the fast career development and extended learning opportunities, apply for the position of:
Requirements:
- People management experience and demonstrated leadership skills.
- Strong technical knowledge across application support, MS Windows Service, Active Directory, desktop support
- Ability to communicate at all levels with technical and non-technical staff
- Ability to operate autonomously and manage others to ensure delivery to agreed timescales
- Experience working with Call logging systems e.g. ServiceNow.
- Knowledge of Windows Server 2008/2012, Windows 7/8 Office 2010/2013
- Problem solving and analytical skills
Responsibilities:
IG’s Service Desk team are the first point of contact between end users and IT, the team are responsible for recording incidents and service requests within IG, and work to either restore service as quickly as possible, also where required, alert and / or escalate to the specialist support team. The position requires technical troubleshooting abilities and excellent customer service skills.
The team is also responsible for ensuring issues adversely affecting the business are quickly diagnosed, workarounds are determined and actions are taken to ensure that the issues do not reoccur.
Core functions include:
- Train, coach and mentor Service Desk Analysts including career development
- Act as a point of escalation for Service Desk Analysts
- Provide data and reporting KPI’s and trends to Head of Service Management on an ad-hoc, weekly, monthly basis
- Drive and maintain First Time Fix level
- Manage and monitor the inbound phone queue
- Manage and monitor the incident and request queue within ServiceNow
- Develop strategies for incident resolution
- Ensure the Service Desk is the single point of contact for IT
- Develop a knowledge base that can be used by the team
- Ensure staffing levels are maintained throughout operational hours and manage out of hours rota
- Represent Service Desk at meetings where required
- Assist analysts in providing 1st line support when workloads are high or additional cover is required
- Proactively identify possible problems from incident trends and work with escalation teams to drive improvements
- Working with Service Desk Analysts to assist in efficient management of work load
- Liaise with end users to define where improvements can be made to the existing system
- The successful candidate will be expected to fully understand how IG’s core dealing systems work and how the backend processes work. This will include understanding how to undertake the daily reconciliation processes
We offer:
- Participation in interesting and challenging projects in global structures
- Opportunity to develop and broaden skills
- Attractive salary, bonuses and benefits package
- Pleasant working atmosphere