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First Line Software Support

Job Ref
247316
Job Type
Permanent
Employer Type
Company
Date Added 29 Jan 2015
Expiry Date 26 Feb 2015
* There have been 132 applications to this job.
* This job has been viewed 2591 times.
Employer:
IRESS SA

Location:
Gauteng

Salary:
Market related

Benefits:


Role details:
Company Overview:

IRESS is a principal global supplier of share market and wealth management systems producing innovative, sophisticated solutions.

Open channels of communication keep us focused and informed across the entire business. We strive for excellence in our relationships with clients and industry bodies alike. We are client-driven, responsive and promote a culture that supports working with our customers and the industry to face challenges and keep pace with industry developments.
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Role Purpose:

IRESS SA requires a Software Support Engineer with a passion for solving technical problems to join the Financial Markets Trading Software Support Team.

You will be responsible for 1st Line support including the logging, tracking and updating of all client service requests.

Accountabilities & Deliverables:

Provide technical assistance and support for incoming queries and issues related to Iress Financial Markets Software Applications
Provide one-on-one end-user problem resolution over the phone or with remote access software
Monitor the Service Desk application for service requests assigned to the queue
Ensure that all telephonic service requests are accurately logged in the Service Desk application
Ensure that all service requests are managed against service delivery expectations and requirements

Take ownership of all client service requests and follow through to resolution
Provide ongoing feedback to the clients on unresolved service requests
Follow up with clients to ensure issues have been resolved to their satisfaction
Strive for a high percentage of “first call resolution”
Leverage the support knowledge base for resolution of known issues
Gather sufficient information to escalate requests to the 2nd line support team and ensure that requests are allocated to them correctly
Maintain awareness of service requests that are open and escalate to management where sufficient progress has not been made

Ensure awareness of client environmental changes
Ensure compliance with operational processes and procedures at all times
Assist with on boarding of new users
Morning Checks across all Iress Financial Markets Software Applications to ensure integrity of trading systems
Periodic client visits for training / resolution of queries

Key Relationships:

Interpersonal skills: the ability to work well with people of all types and backgrounds and obsessed about client service and satisfaction
Will be required to interact directly with clients
Will be required to interact internally with Development, QA and Business teams

Core Skills, Knowledge and Attributes:

Matric
IT Degree or Diploma (Windows, Networks, SQL, etc.) beneficial
Experience in implementation and troubleshooting of financial markets solutions (e.g. JSE Functions) will be beneficial
Basic SQL understanding beneficial
Microsoft Office

Key Competencies:

Flexibility: a talent for adjusting quickly to rapid change with a strong sense of urgency and ability to work well under pressure
Understanding the importance of excellent customer service
Team Player
Analytical Abilities: an eye for detail, even in a general context and fairly technical
Communication: an ability to communicate clearly and confidently in an international environment with excellent telephone manner, written and soft skills
Commitment: the dedication to achieve your goals and continuous professional and personal development
Personality: positive-thinking, with initiative and enthusiastic self-starter


Note: Will be required to work shifts (including after hours and weekends)








 
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