As part of Global Technology Infrastructure's (GTI) Client Workspace Services team this role provides desktop support services for Investment Banking and Corporate clients in both Trading and Non -Trading areas. The standard work week will be 40 hours, with weekends and additional hours as required. You will be required to work a shift pattern between the hours of 7AM and 7PM.
Provide Desk side and Remote technology support
Effective ticket management to meet defined Service Levels
Troubleshooting and diagnosing desktop support issues
Utilise collaboration tools such as Instant Messaging, Outlook and knowledge base
Communicate with clients and follow-up on all open and pending tickets
Escalate incidents to required support teams, vendors and team leads
Identify persistent problems, working with wider teams and creating documentation
Provide client training on application usage and best practices
Look for service improvement and ticket reduction opportunities
Ensure controls and policies are adhered to at all times
Knowledge and Experience:
A Level (or equivalent) or Technical Diploma
Experience working in a high pressure customer facing environment
Excellent interpersonal, written and verbal communications skills at all levels
Team player, strong organizational & time management skills
Good knowledge of Windows/MAC OS with the ability to carry out root cause analysis
Working knowledge of Microsoft Office products
Strong analytical and problem resolution skills
Knowledge of virtual machines and application hosting
An understanding of VPN and remote connection technologies
Ability to troubleshoot and configure peripheral devices - (Printers, iPad, Smart Phones)
Understanding of security technologies, encryption and antivirus
Microsoft Office Specialist certifications
Experience in analysing and manipulating data
Advance Excel skills on pivot tables, vlookup and presenting data
Programming/coding skill - knowledge of programing languages such as Python, Java, C++
Financial Sector experience
Project management skills
About JPMorgan Chase & Co. J.P. Morgan serves one of the largest client franchises in the world. Our clients include corporations, institutional investors, hedge funds, governments and affluent individuals in more than 100 countries. J.P. Morgan is part of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.5 trillion. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity. A component of the Dow Jones Industrial Average, JPMorgan Chase serves millions of clients and consumers under its J.P. Morgan and Chase, and WaMu brands.
J.P. Morgan offers an exceptional benefits program and a highly competitive compensation package. J.P. Morgan is an Equal Opportunity Employer.
Internal Number: 4825239
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